Global Director CX Support Operations
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
Global Director CX Support Operations
Leeds or London (Battersea) Hybrid
About the Role
Were looking for a Global Director CX Support Operations to lead SharkNinjas global Order Support organization and oversee the operational support of our CX technology ecosystem.
This is a highly visible leadership role focused on protecting and improving the post-purchase consumer experience across our DTC business. You will drive excellence in order exception management strengthen payment governance and ensure strong operational controls and risk mitigation across global markets.
Working closely with E-commerce Supply Chain Finance Fraud IT and Technology teams you will provide structured oversight of CX systems support while delivering executive transparency into order health defects and system stability.
Key Responsibilities
Lead the global Order Support function across all DTC markets
Drive operational excellence in order exception management including refunds returns failed payments and disputes
Oversee payment governance fraud review and payment exception handling across key providers
Manage carrier escalations logistics exceptions backorders and order corrections
Establish and lead a global operating model balancing regional flexibility with consistent standards
Build and maintain a structured backlog of order-related defects with clear ownership and resolution plans
Partner cross-functionally to eliminate recurring friction and improve end-to-end order health
Provide governance and oversight of CX technology systems including CRM OMS IVR and contact centre platforms
Ensure strong access governance audit compliance and operational controls across CX systems
Act as the senior escalation point for operationally critical CX system incidents and deliver clear executive reporting
Experience Youll Ideally Bring
10 years experience in Consumer Experience Operations E-commerce or Post-Purchase Operations
5 years leading global or multi-region teams
Strong experience in order management payment flows or fulfillment operations
Proven track record managing exception-based processes and operational risk
Experience working in technology-enabled operational environments
Strong executive stakeholder management and communication skills
Demonstrated success leading within complex matrixed organizations
Experience in DTC or omnichannel retail environments (preferred)
Familiarity with OMS CRM and contact centre platforms (preferred)
Exposure to fraud prevention payment governance or high-growth environments (preferred)
#LI-HYBRID
Our Culture
At SharkNinja we dont just raise the barwe push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible push boundaries and deliver results that others only dream of. If you thrive on breaking out of your swim lane youll be right at home.
What We Offer
We offer competitive health insurance retirement plans paid time off employee stock purchase options wellness programs SharkNinja product discounts and more.We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining whats possible. When you join youre not just part of a companyyoure part of an outrageously extraordinary community. Together we wont just launch productswell disrupt entire markets.
At SharkNinja Diversity Equity and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinjas innovation every day. We support ALL associates in bringing their authentic selves to work making an impact and having the opportunity for career acceleration. With help from our leadership associates and our community we aim to have equity be a key component of the SharkNinja DNA.
Learn more about us:
Life At SharkNinja
Outrageously Extraordinary
SharkNinja Candidate Privacy Notice
For candidates based in all regions please refer to this Candidate Privacy Notice.
For candidates based in China please refer to this Candidate Privacy Notice.
For candidates based in Vietnam please refer to this Candidate Privacy Notice.
We do not discriminate on the basis of race religion color national origin sex gender gender expression sexual orientation age marital status veteran status disability or any other class protected by legislation and local law. SharkNinja will consider reasonable accommodations consistent with legislation and local law. If you require a reasonable accommodation to participate in the job application or interview process please contact SharkNinja People & Culture at
Required Experience:
Director
Key Skills
About Company
SharkNinja, Inc. (NYSE: SN) is a global product design and technology company positively impacting people’s lives in homes around the world.
