CX Technology Lead – Self Service, AI & Automation

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.  

 

Title: Cx Technology Lead – Self Service, AI & Automation
Function: Global Customer Experience (Cx)
Reports to: Senior Director, Technology, Knowledge & Development
Location: Needham, MA or remote 

Role Summary

The 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–Optimize 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.

Key Responsibilities

Consumer Self-Service Solutions

• 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.

Agent Assist & Empowerment

• 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 summarization and recommended next-best-actions.
• Provide supervisors with live dashboards showing agent performance, consumer sentiment, and service outcomes.

Operational Optimization

• 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.

Collaboration & Change Leadership

• 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.

Core Skills & Experience

• 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.

Success Measures

• 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 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,