SharkNinja is a relentless innovator in the housewares industry because they sweat the details. They obsess about consumer satisfaction. They build up their company by building up their people. They seize opportunities—individually and collectively—to be competitive with our products and attract the most talented people in the world.

Through an unrelenting focus on solving consumer’s pain points, SharkNinja has built a loyal and passionate following that continues to garner 5-star ratings on their products.

It’s that unwavering consumer focus that has enabled Shark to become one of the top brands in vacuum cleaners, and for Ninja to become one of the market leaders in the kitchen category. 

The Senior Vice President of Global Consumer Excellence (“SVP, Global Consumer Excellence”) is a critical member of the Operations leadership team and owns all aspects of delivering an excellent consumer experience with SharkNinja. This individual will be responsible for developing and executing transformational strategies that drive and influence best-in-class pre-purchase and post-purchase consumer experiences at the lowest cost. The SVP, Global Consumer Excellence will also be responsible for developing and implementing strategies to ensure consumer insights influence new product development. Additionally, this leader will embody and drive the “maniacally eliminate inefficiencies” objective and mindset. The SVP, Global Consumer Experience will leverage a relentless desire to win and drive a continuous improvement ethos that seeks the best solution in order to deliver the world-class results, including consumer five star experiences, that SharkNinja has consistently generated over the last decade.

Responsibilities

• Consumer Advocacy – Be the voice of the consumer across the SharkNinja organization; create a persistent focus on the consumer in the actions SharkNinja takes; act as a change agent and thought leader by capturing and sharing consumer experience best practices across the organization. Partner with Commercial and Research & Development in defining the consumer journey of engagement with SharkNinja, including product research, interaction with our packaging, the out of box experience and end of life product management. Be a part of the product development cycle, ensuring that SharkNinja is effectively speaking to the consumer to stop the calls.
• Consumer Service Strategy – Responsible for creating and executing a holistic strategy to enable best-in-class, five star consumer experience in both the direct to consumer purchase process as well as the ownership experience; must be a strong influencer and able to not only create the strategy, but influence other key leaders to adopt it to enable success.
• Digital Strategy – Work hand-in-hand with our SVP, D2C Performance & Infrastructure and SVP, Digital and & Global Creative to deploy cutting edge digital tactics to improve the consumer experience; evaluate opportunities to increase efficiencies by leveraging digital platforms; and continue to evolve a self-service platform for consumers.
• Service Excellence – Responsible for ensuring that SharkNinja is providing quick and appropriate resolution for all consumer issues. Effectiveness is measured by items such as escalations, abandoned call rates, speed to answer, net promotor score and consumer service rating.
• Advanced Analytics – Establish KPIs and metrics to report on performance of processes and programs, transforming data into actionable insights and recommendations; identify trends and outliers; and develop and implement processes for providing closed-loop feedback on consumer insights to various teams within SharkNinja, including research and development.
• Develop a High-Performance Team – Build a global, high performance, versatile and agile team capable of driving transformational change for the organization and staying on top of the evolving consumer needs. Initially, lead four reports and their teams, with focus on North America, Europe and UK; expand the team in alignment with the SharkNinja International growth plan. 

Requirements

• Academic credentials should include an undergraduate degree from a respected college / university. A Master’s degree in Business Administration, while not required, will further differentiate the ideal candidate.
• Travel Required (Domestic & International) - up to 30%
• Flexible work schedule to accommodate virtual meetings with other regions

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 create the next big thing. We take a team approach to our projects, where everyone has a voice. We want individuals to push limits, look outside the box and think the unthinkable. With the explosive growth we have been experiencing, we’re looking for motivated individuals to join us on our exciting journey. People need to think big, move fast and want to make a significant impact. Are you ready?