Global Escalation Strategy & Compliance Manager

Sharkninjaoperatingllc

Needham, MA, United States
**
Global escalation strategy
Bpo compliance management
Warranty and goodwill processes
** SharkNinja is seeking a Global Escalation Strategy & Compliance Manager to enhance consumer experience and reduce escalations within their global support network. The role involves creating strategies for handling escalations, ensuring adherence to standards, and analyzing data for continuous improvement. **

Job Summary

  • This pivotal new role is responsible for protecting the consumer experience, elevating decision quality, and reducing unnecessary escalations across SharkNinja’s global support network.
  • You will 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.
  • 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.

Matching Summary

Match Score: 75

** SharkNinja is seeking a Global Escalation Strategy & Compliance Manager to enhance consumer experience and reduce escalations within their global support network. The role involves creating strategies for handling escalations, ensuring adherence to standards, and analyzing data for continuous improvement. **

Skills & Requirements

Must-have

  • Global escalation strategy
  • BPO compliance management
  • Warranty and goodwill processes
  • Root cause analysis
  • Performance reporting and dashboards

Nice-to-have

  • Hear It, Feel It, Fix It mindset
  • Cross-functional collaboration
  • Continuous improvement initiatives

Key Requirements

  • Experience in managing global customer support escalations
  • Proven ability to develop and implement strategic frameworks
  • Strong analytical and problem-solving skills
  • Experience working with BPO partners

Work Rights

Not specified

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