Director of Global Consumer Experience Optimization Order Experience

London - UK

Monthly Salary: Not Disclosed

Posted on: Yesterday

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.

Director of Global CX Optimization (Order Experience)

Leeds or London (Battersea) Hybrid

About the Role

Were looking for a Director of Global CX Optimization (Order Experience) to lead SharkNinjas global order support operations and help shape the post-purchase experience across our DTC business.

This is a high-impact leadership role responsible for improving order health reducing customer friction and ensuring strong operational governance across payments exceptions and CX technology support.

Youll work cross-functionally with E-commerce Supply Chain Finance Fraud and Technology teams to identify systemic issues drive operational improvements and provide executive visibility into order performance and CX system stability.

Key Responsibilities

Lead the global Order Support function across all DTC markets
Drive operational excellence in order exception management refunds returns and payment disputes
Oversee payment governance and fraud exception handling across key providers
Manage carrier escalations backorders order corrections and logistics exceptions
Establish a global operating model balancing regional flexibility with consistent standards
Build and govern a global backlog of order-related defects ensuring root cause analysis and resolution
Partner cross-functionally to reduce recurring order friction and customer contacts
Provide governance and oversight of CX technology systems including CRM OMS and contact centre platforms
Ensure strong access governance audit compliance and operational controls
Deliver clear executive reporting on order health defects and system stability

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 expertise in order management payment flows or fulfillment operations
Experience managing exception-based processes and operational risk
Comfortable working in technology-enabled operational environments
Strong stakeholder and executive communication skills
Proven ability to lead in 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

About UsSharkNinjais 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 disr...