The Manager, DTC Consumer Experience and Optimization will be integral in leading optimization for the customer experiences that originate from customer-facing websites and will map customer experience journeys on websites to proactively identify areas for process optimization. Additionally, the role will be responsible for analyzing customer interactions, optimizing support processes used by our customers, agent, and back-office resources, and ensuring a seamless, high-quality experience across key touchpoints-including order management, pre-purchase support, returns, and website assistance inquiries.

The Manager, DTC Customer Experience and Optimization will be a subject matter expert on the consumer experience within this space, representing the voice of the consumer and helping SharkNinja to achieve a 5-star experience. This role is responsible for the design, delivery and report out of the processes that support these direct-to-consumer (DTC) experiences globally. The Manager is responsible for all customer-facing support materials, as well as knowledge articles used to train agents at contact centers. This role identifies opportunities and collaborates cross-functionally to deliver improvements. This role requires a unique mix of process ownership, customer experience design, project management, analysis, communication, and cross-functional collaboration skills.  

The ideal candidate will be a data-driven problem solver with experience in contact center operations, digital self-service, and escalation management. This role will report to the Senior Director of Customer Experience Optimization. 

Key Responsibilities:

• Customer Journey Mapping: Works with DTC, Customer Experience, Marketing and other teams to design the customer experience related to DTC related processes and transactions with an aim to improve the overall experience.
• Helps to enable and execute the 5-star experience related to DTC-related customer processes and transactions.
• Serves as a point of contact on DTC site and process changes and partners with others on how to operationalize and enable readiness for customers, contact center agents and internal CX teams to support launch.
• Conducts competitor research to understand the service landscape for other companies inside and outside of the industry.
• Continuously analyze call drivers, consumer sentiment and pain points, and operational data to proactively identify improvements areas.
  • Develop and design opportunities to improve the experience using technology and process, ensuring a frictionless experience and improving efficiency and reducing contact volume.
  • Is a subject matter expert on DTC experience transactions and how customer support is provided for them.
  • Write customer and agent-facing communication and agent training content, ensure all content is customer-centric, clear, and facilitates customer self-help and contact center readiness and enablement
  • Partner cross-functionally inside and outside of the customer experience organization to solve problems and design new solutions to drive necessary corrective actions.
  • Partners with teams on escalation management for complex issues, ensuring swift resolution and root cause identification.
  • Work with training teams to enhance agent knowledge and improve customer interactions in related areas.
  • Owns KPI goals and progress for DTC transactions.
  • Track and analyze KPIs such as number of calls, average handle time (AHT), first contact resolution (FCR), escalation rates, and CSAT/NPS, and other metrics to measure and drive improvements.
  • Provide regular reporting on trends, key findings, and recommendations to leadership.

Attributes, Skills, and Experience:

• Minimum of 5 years of experience in a consumer experience, customer service operations, contact center process optimization, or consumer support role.
• Experience working in a consumer products, retail, or e-commerce environment. 
• Proven ability to analyze data and insights and identify process improvement opportunities.
• Proven ability in identifying, designing, and implementing process improvement opportunities.
• Excellent project management skills, with ability to juggle multiple priorities and projects, drive to results, and meet deadlines.
• Excellent communication skills, both verbal and written, with the ability to clearly communicate and summarize and present information in meaningful ways to executive leadership and other relevant stakeholders.
• Collaboration and stakeholder management experience, with the ability to partner up, down, and across. 
• Speed, flexibility, and agility.  Can pivot quickly and adapt well to changing priorities. 
• Is detail-oriented and can effectively identify the root cause of issues.
• Comfort with ambiguity and ability to take a progress over perfection approach.
• Intermediate to advanced proficiency in Excel and PowerPoint. 

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. Together, 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. 

Learn more about us:  
Life At SharkNinja  
Outrageously Extraordinary   SharkNinja's Candidate Privacy Notice can be found here: https://www.sharkninja.com/candidate-privacy-notice/ 

For candidates based in China, please visit: https://sharkninja.com/candidate-privacy-notice/china/

For candidates based in Vietnam, please visit: https://www.sharkninja.com/candidate-privacy-notice/vietnam/

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 at accommodations@sharkninja.com