CX Technology Lead, SharkNinja
Self Service, AI and Automation
+ Employee stock purchase options
3+ days a week in office (Battersea Power Station, London & Thorpe Park, Leeds)
Home devices and appliances
Open for applications
Home devices and appliances
1001+ employees
Open for applications
+ Employee stock purchase options
3+ days a week in office (Battersea Power Station, London & Thorpe Park, Leeds)
1001+ employees
Company mission
To positively impact people's lives every day in every home around the world.
Role
Who you are
- 10+ years in service operations, digital transformation, or customer experience leadership
- Hands-on experience with self-service platforms, conversational AI, RPA, and knowledge management
- Skilled at connecting strategy with delivery — able to zoom out and set direction, then zoom in to fix details
- Strong collaboration and communication skills, able to build trusted relationships across functions
- Comfortable in an intense, fast-moving, high-ambiguity environment; resilient and able to adapt quickly
What the job involves
- The Consumer Experience (CX) Technology Lead – Self Service, AI & Automation is accountable for transforming how SharkNinja delivers service
- This role drives better experiences for consumers, agents, supervisors, leaders, and the business
- The role owns the Avoid–Deflect–Optimise framework, ensuring consumers can solve problems easily, agents are empowered with AI-driven tools, and operations run more smoothly
- This leader will be both strategic and hands-on: setting the vision for self-service and automation, while also making detailed, real-time improvements that deliver immediate impact
- Create easy-to-use self-service journeys such as:
- Virtual agents and chatbots that resolve issues on first contact
- Interactive troubleshooting guides with video, images, and AI-powered prompts
- Automated product registration and warranty processes that reduce contact
- Eliminate friction before it reaches an agent by predicting consumer needs and proactively solving them
- Deliver AI tools that help agents work faster and more effectively:
- Real-time suggested responses in chat, email, and voice
- Instant knowledge retrieval, surfacing the right answer in seconds
- Automated call summarisation and recommended next-best-actions
- Provide supervisors with live dashboards showing agent performance, consumer sentiment, and service outcomes
- Automate repetitive back-office processes such as refunds, replacements, and case routing
- Apply a Track–Evaluate–Design–Build–Release–Learn cycle to continuously improve consumer and agent journeys
- Focus measurement on outcomes that matter: Effort, NPS, CSAT, resolution times, containment, and escalation rates
- Work closely with partners the Global Digital Technology team to deliver rapid, iterative improvements
- Partner with operations, training, and development teams to embed solutions
- Influence senior leaders by using data and real-world examples to show impact
- Success Measures for this role:
- Higher self-service containment — more consumers resolving issues without agent contact
- Faster and more consistent resolution for consumers and agents
- Improvements in NPS and CSAT linked to service journeys
- Greater agent satisfaction and efficiency through AI and automation
- Regular, measurable improvements delivered in days and weeks, not months
Our take
With more people looking for home products that work harders and smarter, SharkNinja has become a household name. Through its Shark line of cleaning and home care tools and Ninja range of kitchen appliance the company creates solutions that simplify daily routines and overall enhance modern living.
SharkNinja has been in operation since 1994, which is testament to the quality and popularity of its products. Since its initial launch in Canada, the company has expanded into the US and the UK. In 2017 SharkNinja was bought by CDH Private Equity for over $1.5 Billion, further proof of its impressive market value. Perhaps more evidence is that it brings in annual revenues of around $4B.
It continues to hold a strong position in the home appliance market too, competiting with big brands like Dyson. Its Shark line lead the US upright vacuum, segment, while its presence in robotics vacuums reflects steady growth in a compeititve space. Since going public, the company has m,aintained a rapid pace of innovation, launching numerous new products eacxh pear and expanding into adjecent categories such as outdoor coolers and grills. With a growing global footprint and a focus ons mart design, usabiluity, and category expansion, SharkNinja is very well positioned to continue shaping the futur of home appliances.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Company HQ
Needham Heights, Needham, MA
Leadership
Mark Rosenzweig
(Founder)Founded SharkNinja in 1994. Has won three Red Dot Awards for product Design.
Mark Barrocas
(CEO)Mark joined SharkNinja in 2008 as CEO. Prior to this, he spent 3 years at Aramark Uniform Services as the President of the WearGuard Division. Prior to that, he spent 4 years at Broder Bros as the President and 2 years at Perry Ellis International as VP of Corporate Sales.
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