Global Escalation Strategy & Compliance Manager

About Us

SharkNinjais a global product design and technology company with a diversified portfolio of 5-star rated lifestyle solutions that positivelyimpactpeoples lives in homes around the world. Powered by two trusted global brands Shark and Ninja the company has a proventrack recordof bringing disruptive innovation to market and developing one consumer product after another has allowedSharkNinjato enter multiple product categories driving significant growth and market share gains. Headquartered in Needham Massachusetts with more than4100associates the companys products are sold at key retailers online and offline and through distributors around the world.

Location: London or Leeds Hybrid (3 days from the office)

ABOUT THE ROLE

The Global Escalation Strategy & Compliance Manager is a pivotal new role responsible for protecting the consumer experience elevating decision quality and reducing unnecessary escalations acrossSharkNinjasglobal support and execute the strategy that keeps both task-based escalations and executive-level escalations lowand ensures every case is resolved with speed empathy accuracy and trust. You will ensure BPO teams consistently follow our processes around warranty goodwill documentation and case handling while shaping the operational conditions that prevent escalations from happening in the first place. Through strong partnerships smart frameworks and ourHear It Feel It Fix Itmindsetyoullhelp us understand what consumers are telling us feel the impact of those moments and act decisively toeliminatefriction at its source.

HERES WHAT YOULL DO

• Own the global strategy for minimizing both task-based and executive-level escalations with a long-term vision of approaching near-zero executive escalation volume.

• Build frameworks that ensure BPO agents consistently adhere to SharkNinja standards around warranty evaluation goodwill gestures documentation accuracy and case resolution.

• Monitor compliance andidentifypatterns of deviation escalating risks early and driving corrective action with BPO partners.

• Analyze escalation drivers and partner with Operations QA and L&D toeliminateroot causes through improved processes training coaching or policy clarity.

• Transform the escalations process into a predictable well-governed workflow with clear SLAs and includes working with IT and our Tech team to ensureour systems areoptimizedand refined to allow for seamless escalation paths andfull reporting visibility of escalation activity.

• Lead deep-dive reviews on all executive escalationsidentifyingsystemic issues and designing strategies to prevent recurrence.

• Develop performance reporting dashboards and executive narratives that highlight trends risks and successes in escalation reduction and compliance quality.

• Partner cross-functionally to strengthen consumer trust by ensuring resolutions align toSharkNinjasempathy-first approach.

• Drive internal alignment to ourHear It Feel It Fix Itsuccess pillarsensuring we listen deeply understand emotionally and act decisively.

• Speak with consumers as needed to resolve complaints and to restore faith in our brand

• Periodically visit our BPO partners tounderstand root cause of escalation drivers with boots on the ground.

HERES WHAT YOULL BRING

• Bachelors degree in Business Operations Communications or a related field; equivalent experience welcome.

• 5 years of experience in escalations leadership compliance contact center operations or CX performance management.

• Experience managing or influencing BPO performance across markets or channels.

• Strong understanding of escalation workflows warranty compliance case handling standards and risk management.

• Proven ability to design strategies that reduce escalations and improve case handling consistency.

• Skilled in analyzing root causesidentifyingsystemic issues and driving preventive action.

• Superb communication skillscalm clear and confident in high-visibility or executive-sensitive includes regular reports to our ELThighlighting trendsand related actions.

• A passion for empathy-driven service and process integrity that builds trust with consumers.

• A proactive ownership-driven mentality with urgency curiosity and a focus on delivering measurable outcomes.

• An understanding of both global consumer and agentescalation behaviors and how to care foreach through both regional anduniversal policy.

WHAT SUCCESS LOOKS LIKE

• Executive escalations decrease dramatically and approachnear zerothanks to strategic prevention training and clarity.

• Task-based escalations decline significantly due to improved compliance capability and decision confidence across BPO teams.

• Escalation handling becomes predictable swift and fully aligned to SLA expectations.

• BPO teams consistently meet SharkNinja standards for warranty goodwill documentation and case-handling quality.

• Trend reporting provides clear visibility and drives organizational action before issues escalate.

• Consumers feel heard understood and supportedreflecting ourHear It Feel It Fix Itphilosophy in every resolution.

• The role becomes a key guardian of trust ensuring brand-protective outcomes across global markets.