Sr. Director, Consumer Experience Strategy & Operations

SharkNinja; Montreal (administrative region); On-site; CAD 180,000 - 220,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

RRSP matching

Employee stock purchase program

Life insurance

AD&D

Disability insurance

Paid time off

Job summary

SharkNinja is seeking a Sr. Director of Consumer Experience Strategy & Operations to own and operationalize the global consumer experience strategy.

You will partner across departments to connect consumer insights, analytics, and technology into a cohesive, high-impact operating model driving 5-star experiences. The role demands ambitious leadership, strategic vision, and the ability to influence without direct authority, with a focus on customer journeys, channel optimization, and

Qualifications

• 12+ years of progressive leadership experience in Customer Experience, Contact Center Strategy, Customer Operations, or Consumer Strategy within a global organization.
• Experience designing enterprise contact strategies, customer journey strategies, or omnichannel service models.
• Experience owning or governing technology transformation roadmaps with measurable outcomes.
• Experience preparing executive-level communications and presentations for senior leadership.

Responsibilities

• Own the execution of Best Service at Lowest Cost.
• Define and own SharkNinja's enterprise Consumer Contact Strategy across channels.
• Develop a strategic vision linking analytics, planning, workforce, technology, and consumer experience.
• Partner with Interaction Analytics to translate signals into strategic priorities.
• Own Forecasting, Workforce Planning, and Vendor Management with finance alignment.
• Build executive-level narratives translating operational complexity into concise recommendations.
• Lead executive reviews, planning cycles, and cross-functional leadership forums.
• Influence Product, Quality, Engineering, IT, Commercial, and CX to align initiatives.
• Evaluate technology and vendor partnerships to accelerate innovation.
• Lead strategic initiatives balancing customer satisfaction with growth.
• Challenge operating models with Progress over Perfection mindset.

Skills

12+ years leadership

Executive storytelling

Customer experience

Cross-functional leadership

Analytics & insights

Strategic communication

Workforce planning

Job description

Sr. Director, Consumer Experience Strategy & Operations

About Us

SharkNinjais a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positivelyimpactpeople’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proventrack recordof bringing disruptive innovation to market and developing one consumer product after another has allowedSharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than4,100associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.

At SharkNinja, we’re building an AI-native culture. We’re not waiting for the future; we’re creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what’s possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn’t been invented yet, you’ll fit right in.

Job Overview

The Global CX team defines how SharkNinja listens to, learns from, and acts on the voice of the consumer. Our mission is to transform consumer insights into strategic advantage, ensuring every interaction strengthens our ability to deliver 5-star experiences while positively impacting people's lives every day, in every home around the world.

We are seeking a Sr. Director, Consumer Experience Strategy & Operations to independently own and operationalize SharkNinja's consumer experience strategy in partnership with the VP, Global Consumer Experience. This is a highly influential leadership role responsible for defining and driving SharkNinja's enterprise consumer contact strategy—connecting consumer experience, operational performance, technology, and business priorities into one cohesive vision.

This leader carries independent authority to set and execute the strategy that determines where and how consumers should engage with us, how journeys should evolve across channels, and how technology and operational capabilities must advance to support that vision. Working across Interaction Analytics, Workforce Planning, Vendor Management, Technology, and cross-functional business partners, you will ensure consumer signals become actionable business intelligence rather than simply operational reporting.

This role requires someone who thrives in ambiguity, is Rarely Satisfied, Communicates for Impact, and believes Winning is a Team Sport. You will challenge existing models, connect insights across functions, and drive alignment across teams to create an operation that serves as one of the company's earliest indicators of product, process, and consumer opportunity. This position aligns with SharkNinja's Sr. Director level expectations, leading highly complex initiatives that shape strategic outcomes across the organization.

Responsibilities

• Own the execution of Best Service at Lowest Cost.
• Define and own SharkNinja's enterprise Consumer Contact Strategy, determining how consumers should engage across channels and creating a long-term roadmap for delivering best-in-class consumer journeys.
• Develop a strategic vision that connects interaction analytics, operational planning, workforce management, technology, and consumer experience while challenging the status quo.
• Partner closely with the Interaction Analytics function to challenge assumptions, validate root-cause insights, and ensure consumer signals drive strategic business priorities rather than isolated operational improvements.
• Own Forecasting, Workforce Planning, and Vendor Management, and partner with Finance to evaluate operational readiness, capacity planning, and vendor performance while ensuring operational decisions align with the long-term consumer strategy.
• Build executive-level narratives that translate operational complexity into concise, actionable recommendations for senior leadership.
• Lead executive reviews, operational meetings, planning cycles, and cross-functional leadership forums as the accountable owner of consumer experience strategy and operations.
• Influence cross-functional leaders across Product Development, Quality, Engineering, IT, Commercial, and Customer Experience to align initiatives around consumer outcomes.
• Evaluate existing technology and vendor partnerships, identifying opportunities to accelerate innovation, improve capabilities, and deliver measurable consumer and business value.
• Lead strategic initiatives that improve consumer satisfaction while balancing operational efficiency, scalability, and long-term business growth.
• Continuously challenge existing operating models, demonstrating a mindset of Progress over Perfection, asking second- and third-order questions, and driving sustainable change across the organization.

Skills Required

Experience

• 12+ years of progressive leadership experience in Customer Experience, Contact Center Strategy, Customer Operations, or Consumer Strategy within a complex, global organization.
• Demonstrated experience designing enterprise contact strategies, customer journey strategies, or omnichannel service models—not simply managing operational execution.
• Experience operating at the intersection of Consumer Insights, Interaction Analytics, Workforce Planning, Forecasting, or Operational Excellence.
• Proven success leading strategic transformation initiatives while influencing multiple functions without direct authority.
• Experience owning or governing technology transformation roadmaps that deliver measurable business outcomes.
• Experience preparing executive-level communications, presentations, and strategic recommendations for senior leadership.

Leadership & Functional Skills

• Deep understanding of customer journey strategy, contact center operations, workforce planning, interaction analytics, and operational performance metrics.
• Strong business acumen with the ability to translate operational data into strategic business decisions.
• Exceptional executive storytelling and presentation skills, capable of simplifying complex operational challenges into compelling narratives.
• Ability to connect detailed operational metrics with long-term consumer experience strategy.
• Strong analytical thinking with the ability to question assumptions, identify root causes, and recommend strategic solutions.
• Experience influencing cross-functional organizations through credibility, collaboration, and strategic leadership.
• Demonstrated ability to balance ambiguity with decisive action while maintaining focus on consumer outcomes.

Ways of Working

• Operates with a consumer-first mindset, treating consumer feedback and operational signals as strategic assets that drive innovation.
• Rarely Satisfied, consistently challenging existing approaches while seeking opportunities to improve the consumer experience.
• Demonstrates Relentless Drive for Edge, identifying insights that create competitive advantage through consumer understanding.
• Exhibits Insatiable Impatience for Action, moving quickly from strategy to execution while continuously iterating.
• Communicates for Impact, influencing executive leaders and cross-functional partners through clarity, credibility, and compelling storytelling.
• Believes Winning is a Team Sport, building alignment and driving results through collaboration across functions.
• Comfortable operating in highly ambiguous environments where strategy must be created rather than inherited.
• Demonstrates confidence, curiosity, resilience, and a passion for shaping the future of consumer experience.

Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, RRSP retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, free clinical mental health support, EAP, tuition reimbursement, wellness reimbursement, product discounts, referral bonus program, and more.

Pay Range

$180,000 - $220,000 CAD

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. To gether, 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 [e-mail]