Global Escalation Strategy & Compliance Manager // Responsable Mondial(e) De La Stratégie Des Escalades Et De La Conformité

Sharkninjaoperatingllc

Montréal, Canada
On-site
Global escalation strategy
Consumer experience protection
Bpo process adherence
SharkNinja is seeking a Global Escalation Strategy & Compliance Manager to enhance the consumer experience by minimizing escalations within their global support network. The role focuses on developing strategies to ensure effective case resolution while fostering partnerships and improving BPO team adherence to company standards

Job Summary

  • The Global Escalation Strategy & Compliance Manager is a pivotal new role 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.
  • Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes through improved processes, training, coaching, or policy clarity.

Matching Summary

Match Score: 85

SharkNinja is seeking a Global Escalation Strategy & Compliance Manager to enhance the consumer experience by minimizing escalations within their global support network. The role focuses on developing strategies to ensure effective case resolution while fostering partnerships and improving BPO team adherence to company standards.

Skills & Requirements

Must-have

  • Global escalation strategy
  • Consumer experience protection
  • BPO process adherence
  • Root cause analysis
  • Performance reporting

Nice-to-have

  • Hear It, Feel It, Fix It mindset
  • Executive-level escalation reduction
  • Cross-functional partnerships

Key Requirements

  • Experience in strategy development
  • Experience in compliance management
  • Experience with BPO teams
  • Analytical skills
  • Reporting and dashboard development

Work Rights

Not specified

Tailored Resume

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