Regional Manager EMEA CX Support Operations

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. Headquartered in Needham, Massachusetts with more than 4,100 associates, SharkNinja’s products are sold at key retailers, online and offline, and through distributors worldwide.

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 ageing).
• 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.

CX data → insight → action

• Use CX operational and contact data to identify friction and failure demand.
• Quantify impact (contacts, cost, refunds, SLA misses, delivery promise performance).
• Prioritise the backlog with clear rationale.
• Create simple, trusted reporting that tells the story: “what’s broken, what we’re doing, what moved.”

Partner leadership across EMEA

• 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/roll‑out comms to CX Delivery.

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, Templates/macros/content updates, Targeted training for new changes.

Key Relationships

• Director, CX Support Operations (manager): priorities, escalation, governance, performance.
• 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.

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 center tooling (no deep engineering required).
• Experience working with payments (Klarna/PayPal/Braintree), refunds/returns, and carrier escalation paths.
• Experience operating incident response / defect management cadence.

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.