Senior Director, Global Aftersales
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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.
AI at SharkNinja
At SharkNinja were building an AI-native culture. Were not waiting for the future; were creating it. Our people are expected to experiment boldly adopt new tools and continuously raise whats possible to create meaningful impact for our consumers. If you believe the best way to do your job hasnt been invented yet youll fit right in.
As we continue to grow were hiring a Senior Director (Global Aftersales) to shape the entire aftersales journey from first customer contact through to repair replacement and recommerce. Position based in London (circa 30% travel)
About the Role
A senior leadership role with genuine global scope accountable for the full aftersales value chain from the moment a consumer needs helpthrough torepair replacement and recommerce. You will own the strategy the P&L and the partnerships that make post-purchase experience a competitive advantage forSharkNinja.
You will also be a keypartner toproduct development ensuring future products are designed with repairability inmindand thatSharkNinjastays ahead of fast-evolving regulatory requirements across EMEA North America and LATAM.
What Youll Do
- Define and execute the global aftersales strategyacrossplanningoperationsand aftersales partners
- Leadteams deliveringend toendreverselogisticsand returnsexecutionacross international marketsoptimisinggrading refurbishment and recommerce tomaximiserecovery valueand sustainability
- Partner Consumer Experience todeliver an industry leadingconsumer repair and warranty journey driving digital triage and self-service to improve first-time fix rates
- Manage all third-party repaircentrerelationships including partnerselection SLAs quality standards and performance
- Serve as theorganisationsSME on Right to Repair and global warranty legislation embedding compliance into product and supply chain decisions
- Own the aftersales P&L and track KPIs across NPS repair turnaround cost per repair and warranty claim rates
What Youll Bring
- 10 years in senior aftersales post-purchase or service operations leadership within consumer electronics or home appliances
- Deep knowledge of international Right to Repair legislation and the French Repairability Index including scoring labelling and ADEME reporting
- Proven experience managing large-scale reverselogisticsand third-party repair networks internationally
- Strong commercial acumen with experience building parts sales channels and managing cost-to-serve
- Experience with digital triage self-service repair tools or AI-driven consumer service is a strong plus
- Additional European language capability in French German or Spanish would be a real advantage
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.
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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:
Exec
About Company
SharkNinja, Inc. (NYSE: SN) is a global product design and technology company positively impacting people’s lives in homes around the world.
