At a Glance
- Tasks: Lead EMEA CX Support Operations, ensuring smooth order management and rapid issue resolution.
- Company: Join SharkNinja, a global leader in innovative lifestyle solutions.
- Benefits: Enjoy competitive health insurance, retirement plans, and product discounts.
- Other info: Be part of a diverse community that values your unique voice.
- Why this job: Make a real impact by enhancing customer experiences across Europe.
- Qualifications: 5+ years in CX or eCommerce operations with strong analytical skills.
The predicted salary is between 60000 - 80000 € per year.
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, allowing 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.
About the role:
You will be the EMEA execution lead for CX Support Operations — owning day-to-day operational delivery and running a ‘Find It | Fix It’ rapid action cadence to spot smoke, remove friction, and protect the post purchase consumer experience. This is a hands-on operator role: you will run daily controls and tasking, translate CX insights into clear defect hypotheses, and drive fast cross-functional fixes with Logistics, DTC/eCommerce, Finance, Fraud, Technology/IT and CX Delivery partners.
What You’ll Own
- EMEA day-to-day operational execution
- Run daily/weekly operational routines that keep order support healthy across EMEA markets.
- Lead triage and prioritisation of live order issues (payments, refunds, returns, carrier escalations, backorders, order corrections, address changes, exception handling).
- Own the EMEA escalation pathway for operational defects and exceptions: clear intake, severity rules, updates, and closure criteria.
- Maintain operational controls that reduce risk exposure and consumer harm.
Find It | Fix It (rapid action continuous improvement)
- Operate a repeatable ‘Find It | Fix It’ cycle: Find It: detect smoke via CX signals (contacts, defect tags, WISMO, payment failure trends, refund ageing, carrier scan anomalies, backlog aging).
- Fix It: drive rapid root-cause, propose the smallest effective fix, mobilise the right partners, confirm impact, then standardise.
- Build and manage the EMEA defect backlog (what it is, why it matters, who owns it, by when, and how we’ll measure improvement).
- Drive closure of recurring defects by fixing process, policy, content, tooling, or partner handoffs.
- Use CX operational and contact data to: Identify friction and failure demand. Prioritise the backlog with clear rationale. Create simple, trusted reporting that tells the story: “what’s broken, what we’re doing, what moved.”
- Act as the day-to-day operational partner for Logistics, DTC/eCommerce, Finance, Fraud, and Technology.
- Create clear working agreements for: Escalations and incident response, Ownership of fixes, Release/rollout comms to CX Delivery, Documentation and training.
Standards, documentation, and enablement
- Maintain EMEA process and policy documentation (SOPs, playbooks, escalation guides).
- Enable front-line and Tier 2 teams through: Clear workflows and decision trees, Targeted training for new changes.
Key Relationships
- CX Delivery leaders (BPO and/or in-house): operational outcomes, readiness, training, defect feedback loop.
- Logistics/ Supply Chain / Carriers: delivery exceptions, claims, scan issues, warehouse exceptions.
- DTC/eCommerce & Order Management: order flows, promise rules, promotions, cancellations, substitutions.
- Finance / Payments / Fraud: disputes, chargebacks, failed payments, refund controls, risk.
- Technology / IT / CX Systems: incident response, access governance inputs, defect remediation.
What Success Looks Like
- Operational control: daily routines in place; escalations are predictable, fast, and closed with clear outcomes.
- Friction reduction: measurable reduction in EMEA order-related contacts (WISMO, refunds, payment failures, delivery exceptions).
- Defect closure: an EMEA defect backlog exists with owners and dates; recurring issues are reduced and prevented.
- Speed to fix: time from ‘smoke spotted’ → ‘fix released’ decreases; fewer repeat incidents.
- Partner confidence: Logistics/DTC/Finance/IT partners trust the process and see clear value in prioritisation and communication.
- Team enablement: front-line teams have better tooling, SOPs, and training; less manual firefighting.
Required Experience
- 5+ years in CX Operations / Post-purchase operations / eCommerce operations / Logistics exception management.
- Proven experience running daily operational routines and handling live escalations.
- Strong analytical capability: turning operational/contact data into clear priorities and actions.
- Track record delivering process improvement in a matrix environment.
- Comfort working across multiple EMEA markets and nuances.
Preferred Experience
- DTC or omnichannel retail experience.
- Exposure to OMS/CRM and contact centre tooling (no deep engineering required).
- Experience working with payments (Klarna/PayPal/Braintree), refunds/returns, and carrier escalation paths.
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. 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 accommodations@sharkninja.com.
Regional Manager EMEA CX Support Operations in Leeds employer: Ninjakitchen
SharkNinja is an exceptional employer that fosters a vibrant and inclusive work culture, empowering employees to push boundaries and drive innovation in the consumer product space. Located in Leeds, this role offers a hybrid working model, competitive benefits including health insurance and stock options, and ample opportunities for personal and professional growth through impactful learning programmes. Join a community that values diversity and encourages you to bring your authentic self to work, making a meaningful impact in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Regional Manager EMEA CX Support Operations in Leeds
✨Tip Number 1
Network like a pro! Reach out to current or former employees at SharkNinja on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into SharkNinja's products and values. Show us that you’re not just another candidate; demonstrate your passion for their mission and how you can contribute to their outrageous success.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves a lot of operational fixes, be ready to tackle hypothetical scenarios during the interview. We want to see how you think on your feet!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the SharkNinja family.
We think you need these skills to ace Regional Manager EMEA CX Support Operations in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Regional Manager role. Highlight your experience in CX operations and any relevant achievements that align with the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your skills match what we're looking for. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, make sure to highlight your analytical capabilities. Share examples of how you've turned data into actionable insights in previous roles. We love seeing numbers tell a story!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward—just a few clicks and you’re done!
How to prepare for a job interview at Ninjakitchen
✨Know Your CX Operations Inside Out
Before the interview, dive deep into the specifics of CX operations and post-purchase processes. Familiarise yourself with common issues like payment failures and order corrections, as well as how to effectively manage escalations. This knowledge will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to drive improvements in previous roles. Bring examples of how you've turned operational data into actionable insights, especially in a matrix environment. This will highlight your ability to prioritise tasks and make informed decisions, which is crucial for the role.
✨Emphasise Collaboration and Communication
Since this role involves working closely with various teams like Logistics, Finance, and IT, be ready to share examples of successful cross-functional collaboration. Highlight your communication skills and how you've built trust with partners in past experiences, as this will be key to driving operational success.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential 'smoke' situations you might encounter in CX operations and how you would approach finding and fixing them. Practising these scenarios will help you articulate your thought process clearly during the interview.
