CX Strategic Operations Manager

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, and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 3,600+ associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.  

 

Job Title: CX Strategic Operations Manager

Location: Needham, MA. Will consider other locations for highly qualified candidates. 

We are seeking a proactive and detail-oriented CX Strategic Operations Manager to lead the intake, refinement, communication, and tracking of operational improvement opportunities, called PoPs (protect our plan). The CX Strategic Operations Manager supports a culture of continuous improvement by ensuring consistent submission and follow-through on PoPs that enhance operational efficiency, reduce spend, and elevate the consumer experience. To do so, they will need to sit at the nexus of our contact center, core product and consumer insights, connecting the dots before and after purchase, highlighting opportunities for improved consumer experience.  

Key Responsibilities  

AI and Project Management: 

• Analyze Feedback from CXJ tools to Facilitate Weekly Product/Journey review sessions with Contact Center/PD CORE/CI/Marketing 
• Connect the dots from pre-product launch to post purchase tracking and customer experience execution  
• Curate Monthly CX deck reporting all things CX from internal CX stakeholders  
• Ensure timely PoP submissions from team members every two weeks, promoting proactive identification of risks and opportunities across the operation

Curate and Refine Weekly/Monthly reporting:  

• Review with internal stakeholders’ key insights and prepare SLT and ELT report outs 
• Responsible for reporting outputs/outcomes from our AI tool kits on ChatBots, consumer journeys and QA  

Stakeholder Engagement:  

• Conduct weekly reviews with Key Stakeholder in Contact center/Core/CI to uncover issues big and small to drive awareness of consumer pain points in the journey from purchase to use
• Coordinate with key business partners to ensure alignment on responsibilities and expected outcomes related to each submitted PoP 

Track and Escalate Progress: 

• Maintain a detailed register of PoPs and CXJ opportunities shared with the ELT
• Monitor progress, assign owners, and set timelines
• Escalate lack of movement or ownership gaps
• Keep momentum and visibility on unresolved issues

Qualifications & Experience  

• Exceptional organizational skills and the ability to manage workflows across multiple priorities. 

• Strong written communication, particularly in summarizing complex issues for executive audiences. 

• Comfortable collaborating across teams and escalating effectively when needed. 

• Experience in operations, program coordination, or continuous improvement preferred. 

• Familiarity with issue tracking tools and structured reporting is a plus. 

Success in This Role Looks Like  

• Timely analysis of opportunities to drive impact on AI generated Consumer experiences. 

• SLT receives timely action-oriented insights. 

• Weekly/Monthly CX reports/share-outs are sourced and on time. 

 

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 imp