Regional Manager, SharkNinja

• 5+ years in CX Operations / Postpurchase 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

Desirable

• 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
• 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
• 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
• 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.”
• 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
• 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
• 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
• 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
• 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