Senior Director, Mexico Retail Operations & Customer Service Analytics

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 3,600+ associates, the company's products are sold at key retailers, online and offline, and through distributors around the world.
Senior Director, Mexico Retail Operations & Customer Service Analytics
Reports to: SVP, Global Operations
Location: Mexico City, Mexico
Position Overview:
The Senior Director, Mexico Retail Operations & Customer Service Analytics will play a pivotal role in enhancing and optimizing operations across Mexico. This individual will be responsible for developing and implementing strategies that will ensure 98% on-time and in-full delivery to retail customers at the lowest possible cost. The incumbent will act as the "orchestra leader", helping to lead the order to cash process, support the order management team, and partner with cross-functional teams to deliver topline results while meeting customer expectations. This leadership position will not only oversee key aspects of Mexico operations, but will also gave an additional focus on reporting standardization and data analytics for the Order to Cash process within LATAM. This position represents an exciting opportunity within SharkNinja, allowing the incumbent to shape operations on a broader scale across LATAM and North America.
Strategic Leadership:

• Together with the SVP, Global Operations, lead the Order Management team in developing and implementing strategies that enhance operational performance for Mexico operations while ensuring standardization with NA & EMEA teams/processes.
• Drive the overall goal of achieving and maintaining 98% on-time and in-full delivery to retail customers across Mexico while optimizing costs and partnering on key initiatives.
• Partner with Logistics to drive cost reduction within 3PL Network and Distribution
• Help in overseeing the Mexico Order Management function, ensuring that teams meet weekly, monthly, quarterly, and annual sales goals while delivering best-in-class service.
• Collaborate and influence cross-functional leaders in demand and supply planning, sales, distribution, and supply operations to align operational strategies with business objectives, inclusive but not limited to inventory availability and pressuring sales forecast.

Data Analytics and Reporting Standardization:

• Establish and standardize reporting frameworks across Mexico, ensuring that analytics drive decision-making and continuous improvement.
• Implement robust data analytics initiatives for the Order to Cash process, leveraging insights to enhance operational efficiency and effectiveness.
• Ingestion of retailer scorecards and KPIs to drive optimizations.

Team Development and Mentorship:

• Lead, mentor, and develop teams in Mexico, fostering an environment that encourages growth, collaboration and accountability.
• Identify talent development opportunities and ensure smooth succession planning within the Retail Operations and Customer Service Analytics functions.

Chargeback Management:

• Collaborate on investigating retailer chargebacks and ensuring corrective actions are in place to mitigate future occurrences across Mexico.
• Utilize analytics to root cause chargebacks and devise strategies to reduce them as a percentage of sales by account.
• Partner with Global Logistics and compliance team to drive regular cadence on review of chargebacks, driving root cause and corrective actions.
• Partner with local finance to assess financial impact and claw back opportunities, including proactive actions required by partnering with retailers.

Continuous Improvement Initiatives:

• Champion a culture of continuous improvement within the team, aiming to eliminate inefficiencies and enhance processes across all operations.
• Implement best practices and improved methodologies that leverage customer data for forecasting, KPI alignment, and overall operational excellence.
• Participate actively in key operational projects to drive results that are in line with corporate growth objectives, inclusive of improved service, lower cost and scalable operations.

Performance Metrics and Reporting:

• Define key performance indicators for Retail Operations and Customer Service Analytics across Mexico retailers and direct to consumer.
• Provide regular updates (weekly/monthly/quarterly) to senior leadership regarding performance metrics, insights, and areas for improvement.

Qualifications:

• Bachelor's degree in business administration, Operations Management, or related field; MBA preferred.
• Proven experience in a leadership role managing operations, preferably in retail and customer service analytics; minimum 3 years.
• Strong analytical skills, with the ability to interpret complex data and make strategic decisions based on insights.
• Exceptional interpersonal skills with a track record of effective collaboration and influence across cross-functional teams.
• Excellent communication skills, both verbal and written (English and Spanish), with the ability to present complex information clearly to diverse audiences.
• A results-driven mindset with a relentless desire to achieve excellence and drive ongoing performance improvements.

The ideal candidate will leverage their extensive experience and strategic mindset to drive operational excellence and ensure alignment with the company's growth objectives.
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]