CX Technology Lead – Self Service, AI & Automation

About Us

SharkNinja is a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positively impact peoples lives in homes around the world. the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories driving significant growth and market share gains. Headquartered in Needham Massachusetts with more than 3600 associates the companys products are sold at key retailers online and offline and through distributors around the world.

Title: Cx Technology Lead Self Service AI & Automation
Function: Global Customer Experience (Cx)
Reports to: Senior Director Technology Knowledge & Development
Location: Needham MA or remote

Role Summary

The Cx Technology Lead Self Service AI & Automation is accountable for transforming how SharkNinja delivers service. This role drives better experiences for consumers agents supervisors leaders and the business.

The role owns the AvoidDeflectOptimize framework ensuring consumers can solve problems easily agents are empowered with AI-driven tools and operations run more smoothly.

This leader will be both strategic and hands-on: setting the vision for self-service and automation while also making detailed real-time improvements that deliver immediate impact.

Key Responsibilities

Consumer Self-Service Solutions

• Create easy-to-use self-service journeys such as:
• Virtual agents and chatbots that resolve issues on first contact.
• Interactive troubleshooting guides with video images and AI-powered prompts.
• Automated product registration and warranty processes that reduce contact.
• Eliminate friction before it reaches an agent by predicting consumer needs and proactively solving them.

Agent Assist & Empowerment

• Deliver AI tools that help agents work faster and more effectively:
• Real-time suggested responses in chat email and voice.
• Instant knowledge retrieval surfacing the right answer in seconds.
• Automated call summarization and recommended next-best-actions.
• Provide supervisors with live dashboards showing agent performance consumer sentiment and service outcomes.

Operational Optimization

• Automate repetitive back-office processes such as refunds replacements and case routing.
• Apply a TrackEvaluateDesignBuildReleaseLearn cycle to continuously improve consumer and agent journeys
• Focus measurement on outcomes that matter: Effort NPS CSAT resolution times containment and escalation rates.

Collaboration & Change Leadership

• Work closely with partners the Global Digital Technology team to deliver rapid iterative improvements.
• Partner with operations training and development teams to embed solutions.
• Influence senior leaders by using data and real-world examples to show impact.

Core Skills & Experience

• 10 years in service operations digital transformation or customer experience leadership.
• Hands-on experience with self-service platforms conversational AI RPA and knowledge management.
• Skilled at connecting strategy with delivery able to zoom out and set direction then zoom in to fix details.
• Strong collaboration and communication skills able to build trusted relationships across functions.
• Comfortable in an intense fast-moving high-ambiguity environment; resilient and able to adapt quickly.

Success Measures

• Higher self-service containment more consumers resolving issues without agent contact.
• Faster and more consistent resolution for consumers and agents.
• Improvements in NPS and CSAT linked to service journeys.
• Greater agent satisfaction and efficiency through AI and automation.
• Regular measurable improvements delivered in days and weeks not months.