Manager, Consumer Experience

**Position Overview**:
Working in the Direct to Consumer department, the Consumer Experience manager will be primarily responsible for developing and designing strategies that will drive a 5 star customer experience; positively impacting the lives of consumers every day, in every home, around the world. He/She will also oversee and manage the day-to-day operations including but not limited to the: learning, quality, and compliance of the contact center teams (delivered by our outsourced partners) for our consumer support.

The Manager, Consumer Experience will be responsible for the day to performance of the contact center vendor partners against KPIs and evaluating opportunities for overall improvement. He/She will develop and implement process guidelines and strategies designed to achieve performance benchmarks as well as ensure consumer satisfaction with the services provided.

The Manager, Consumer Experience demonstrates SharkNinja’s success drivers of being “Rarely Satisfied”, “Progress over Perfection”, “Details Make the Difference”, “Communicate for Impact”, and “Winning is a Team Sport

**Duties and Responsibilities**:

- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
- Manage operational challenges and drives resolution of issues; review performance metrics and initiate or follow through on action plans to improve quality and customer satisfaction metrics.
- Participate in setting and implementing overall customer experience strategy.
- Oversee and develop internal SharkNinja customer experience personnel, and implement appropriate improvement initiatives
- Develop positive working relationships with contact center Leadership and SharkNinja D2C Leadership Team
- Proactively and effectively communicate observations and opportunities to SharkNinja D2C Leadership Team.
- Maintains professional and technical knowledge by tracking emerging trends in contact center operations management
- Ensure daily, weekly, and monthly plans of action are executed to bridge the gap of metrics to performance.
- Trusted voice on behalf of the department within wide reaching consumer impacting internal projects.
- Communicate recommendations and strategic plans for improving/maintaining consumer impacting KPIs (including but not limited to: FCR, NPS, quality, and rate of escalation)
- Develop a positive relationship with his/her direct reports, understanding their role and be able to articulate how their tasks contribute to our success drivers.
- Identify trends impacting the contact center agents and make recommendations to optimize and/or eliminate.
- Valid passport; global travel up to 20% of time.

**Attributes and Skills**:

- Empathetic consumer mindset
- Takes initiative to solve problems
- Attention to detail
- Proficient with Microsoft Suite
- Ability to work independently and meet deadlines.
- Excellent verbal and written communication skills.
- Demonstrated ability to develop interpersonal professional relationships and interact with all levels of internal and external customers.

**Education and Experience**:

- Bachelor’s Degree or applicable experience, 7-10 years employed in a contact center management role

YOUR ROLE in DIVERSIFYING SHARKNINJA
- As a corporate citizen, learn and support SharkNinja’s Diversity, Equity & Inclusion strategy
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
- Explore SharkNinja’s DEI Groups or volunteer to serve on committees that organize diversity-related events and activities
- Participate in employee engagement surveys and respond as openly and honestly as possible
- Become culturally competent; take the time to learn about different cultures, races, religions, and backgrounds represented by your colleagues
- Ensure equitable experiences, strengthen inclusion acumen, and promote a culture of inclusivity and belonging that embraces the contributions of all team members

YOUR ROLE in leading our SUCCESS DRIVERS & representing our UNIQUE MINDSET
- Lead us to be “RARELY SATISFIED”
- Make things better each day; “PROGRESS OVER PERFECTION”
- Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE”
- Deliver something great; “WINNING IS A TEAM SPORT”
- Be clear and honest, “COMMUNICATING FOR IMPACT”

At SharkNinja, our purpose is to positively impact people’s lives every day in every home around the world We work very hard to provide our consumers with high quality, exciting 5-star products that make life easier. We thrive on passion and innovation, and are looking for great people, with great ideas, who want to build the next big thing and develop while they do. At SharkNinja, Diversity, Equity, and Inclusion is vital to our global success. Valuing each unique voice and blending all of our divers