Global Escalation Strategy & Compliance Manager, SharkNinja
$112.5-172.5k
+ Employee stock purchase program
Office located in Needham, MA
Home devices and appliances
Be an early applicant
Home devices and appliances
1001+ employees
Be an early applicant
$112.5-172.5k
+ Employee stock purchase program
Office located in Needham, MA
1001+ employees
Company mission
To positively impact people's lives every day in every home around the world.
Role
Who you are
- Bachelor’s degree in Business, Operations, Communications, or a related field; equivalent experience welcome
- 5+ years of experience in escalations leadership, compliance, contact center operations, or CX performance management
- Experience managing or influencing BPO performance across markets or channels
- Strong understanding of escalation workflows, warranty compliance, case handling standards, and risk management
- Proven ability to design strategies that reduce escalations and improve case handling consistency
- Skilled in analyzing root causes, identifying systemic issues, and driving preventive action
- Superb communication skills—calm, clear, and confident in high-visibility or executive-sensitive scenarios. This includes regular reports to our ELT highlighting trends and related actions
- A passion for empathy-driven service and process integrity that builds trust with consumers
- A proactive, ownership-driven mentality with urgency, curiosity, and a focus on delivering measurable outcomes
- An understanding of both global consumer and agent escalation behaviors and how to care for each through both regional and universal policy
What the job involves
- The Global Escalation Strategy & Compliance Manager is a pivotal new role responsible for protecting the consumer experience, elevating decision quality, and reducing unnecessary escalations across SharkNinja’s global support network
- You’ll build and execute the strategy that keeps both task-based escalations and executive-level escalations low—and ensures every case is resolved with speed, empathy, accuracy, and trust
- You will ensure BPO teams consistently follow our processes around warranty, goodwill, documentation, and case handling, while shaping the operational conditions that prevent escalations from happening in the first place
- Through strong partnerships, smart frameworks, and our Hear It, Feel It, Fix It mindset, you’ll help us understand what consumers are telling us, feel the impact of those moments, and act decisively to eliminate friction at its source
- Own the global strategy for minimizing both task-based and executive-level escalations, with a long-term vision of approaching near-zero executive escalation volume
- Build frameworks that ensure BPO agents consistently adhere to SharkNinja standards around warranty evaluation, goodwill gestures, documentation accuracy, and case resolution
- Monitor compliance and identify patterns of deviation, escalating risks early and driving corrective action with BPO partners
- Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes through improved processes, training, coaching, or policy clarity
- Transform the escalations process into a predictable, well-governed workflow with clear SLAs and accountability. This includes working with IT and our Tech team to ensure our systems are optimized and refined to allow for seamless escalation paths and full reporting visibility of escalation activity
- Lead deep-dive reviews on all executive escalations, identifying systemic issues and designing strategies to prevent recurrence
- Develop performance reporting, dashboards, and executive narratives that highlight trends, risks, and successes in escalation reduction and compliance quality
- Partner cross-functionally to strengthen consumer trust by ensuring resolutions align to SharkNinja’s empathy-first approach
- Drive internal alignment to our Hear It, Feel It, Fix It success pillars—ensuring we listen deeply, understand emotionally, and act decisively
- Speak with consumers as needed to resolve complaints and to restore faith in our brand
- Periodically visit our BPO partners to understand root cause of escalation drivers with boots on the ground
- What success looks like:
- Executive escalations decrease dramatically and approach near zero thanks to strategic prevention, training, and clarity
- Task-based escalations decline significantly due to improved compliance, capability, and decision confidence across BPO teams
- Escalation handling becomes predictable, swift, and fully aligned to SLA expectations
- BPO teams consistently meet SharkNinja standards for warranty, goodwill, documentation, and case-handling quality
- Trend reporting provides clear visibility and drives organizational action before issues escalate
- Consumers feel heard, understood, and supported—reflecting our Hear It, Feel It, Fix It philosophy in every resolution
- The role becomes a key guardian of trust, ensuring brand-protective outcomes across global markets
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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