Director of Global Consumer Experience Optimization - Order Experience

About Us
SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 4,100 associates, the company's 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
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About the Role
We're looking for a Director of Global CX Optimization (Order Experience) to lead SharkNinja's 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.
You'll 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 You'll 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)

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Our Culture
At SharkNinja, we don't just raise the bar-we 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, you'll 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 what's possible. When you join, you're not just part of a company-you're part of an outrageously extraordinary community. Together, we won't just launch products-we'll 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 SharkNinja's 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
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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 [email protected]