Regional Manager EMEA CX Support Operations

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.

Regional Manager CX Support Operations EMEA

Leeds / Hybrid - 3 days from office

About the role:

You will be the EMEA execution lead for CX Support Operations owning day-to-day operational delivery and running a Find It Fix It rapid action cadence to spot smoke remove friction and protect the post purchase consumer experience.

This is a hands-on operator role: you will run daily controls and tasking translateCxinsights into clear defect hypotheses and drive fast cross-functional fixes with Logistics DTC/eCommerce Finance Fraud Technology/IT and CX Delivery partners.

WhatYoullOwn

EMEA day-to-day operational execution

• Run daily/weekly operational routines that keep order support healthy across EMEA markets.

• Lead triage and prioritisation of live order issues (payments refunds returns carrier escalations backorders order corrections address changes exception handling).

• Own the EMEA escalation pathway for operational defects and exceptions: clear intake severity rules updates and closure criteria.

• Maintain operational controls that reduce risk exposure and consumer harm.

Find It Fix It (rapid action continuous improvement)

• Operate a repeatable Find It Fix It cycle:

• Find It:detect smoke viaCxsignals (contacts defect tags WISMO payment failure trends refund ageing carrier scan anomalies backlog aging).

• Fix It:drive rapid root-cause propose the smallest effective fix mobilise the right partners confirm impact then standardise.

• Build and manage the EMEA defect backlog (what it is why it matters who owns it by when and howwellmeasure improvement).

• Drive closure of recurring defects by fixing process policy content tooling or partner handoffs.

CX data insight action

• Use CX operational and contact data to:

• Identifyfriction and failure demand.

• Quantify impact (contacts cost refunds SLA misses delivery promise performance).

• Prioritise the backlog with clear rationale.

• Create simple trusted reporting that tells the story: whats broken what were doing what moved.

Partner leadership across EMEA

• Act as the day-to-day operational partner for Logistics DTC/eCommerce Finance Fraud and Technology.

• Create clear working agreements for:

• Escalations and incident response

• Ownership of fixes

• Release/rollout comms to CX Delivery

• Documentation and training

Standards documentation and enablement

• Maintain EMEA process and policy documentation (SOPs playbooks escalation guides).

• Enable front-line and Tier 2 teams through:

• Clear workflows and decision trees

• Templates/macros/content updates

• Targeted training fornew changes

Key Relationships

• DirectorCxSupport Operations (manager):priorities escalation governance performance.

• CX Delivery leaders (BPO and/or in-house):operational outcomes readiness training defect feedback loop.

• Logistics/ Supply Chain / Carriers:delivery exceptions claims scan issues warehouse exceptions.

• DTC/eCommerce & Order Management:order flows promise rules promotions cancellations substitutions.

• Finance / Payments / Fraud:disputes chargebacks failed payments refund controls risk.

• Technology / IT / CX Systems:incident response access governance inputs defect remediation.

What Success Looks Like

Operational control:daily routines in place; escalations are predictable fast and closed with clear outcomes.

• Friction reduction:measurable reduction in EMEA order-related contacts (WISMO refunds payment failures delivery exceptions).

• Defect closure:an EMEA defect backlog exists with owners and dates; recurring issues are reduced and prevented.

• Speed to fix:time from smoke spotted fix released decreases; fewer repeat incidents.

• Partner confidence:Logistics/DTC/Finance/IT partners trust the process and see clear value in prioritisation and communication.

• Team enablement:front-line teams have better tooling SOPs and training; less manual firefighting.

Required Experience

• 5 years in CX Operations /Postpurchaseoperations / eCommerce operations / Logistics exception management.

• Proven experience running daily operational routines and handling live escalations.

• Strong analytical capability: turning operational/contact data into clear priorities and actions.

• Track recorddelivering process improvement in a matrix environment.

• Comfort working across multiple EMEA markets and nuances.

Preferred Experience

• DTC or omnichannel retail experience.

• Exposure to OMS/CRM and contactcentertooling (no deep engineeringrequired).

• Experience working with payments (Klarna/PayPal/Braintree) refunds/returns and carrier escalation paths.

• Experience operating incident response / defect management cadence.

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