Regional Manager EMEA CX Support Operations

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 4,100 associates, the company's products are sold at key retailers, online and offline, and through distributors around the world.
Regional Manager, CX Support Operations - EMEA
Leeds / Hybrid - 3 days from office
About the role:
You will be the EMEA execution lead for CX Support Operations - owning day-to-day operational delivery and running a 'Find It | Fix It' rapid action cadence to spot smoke, remove friction, and protect the post purchase consumer experience.
This is a hands-on operator role: you will run daily controls and tasking, translate Cx insights into clear defect hypotheses, and drive fast cross-functional fixes with Logistics, DTC/eCommerce, Finance, Fraud, Technology/IT and CX Delivery partners.
What You'll Own
EMEA day-to-day operational execution

• Run daily/weekly operational routines that keep order support healthy across EMEA markets.

• Lead triage and prioritisation of live order issues (payments, refunds, returns, carrier escalations, backorders, order corrections, address changes, exception handling).

• Own the EMEA escalation pathway for operational defects and exceptions: clear intake, severity rules, updates, and closure criteria.

• Maintain operational controls that reduce risk exposure and consumer harm.

Find It | Fix It (rapid action continuous improvement)

• Operate a repeatable 'Find It | Fix It' cycle:

• Find It: detect smoke via Cx signals (contacts, defect tags, WISMO, payment failure trends, refund ageing, carrier scan anomalies, backlog aging).

• Fix It: drive rapid root-cause, propose the smallest effective fix, mobilise the right partners, confirm impact, then standardise.

• Build and manage the EMEA defect backlog (what it is, why it matters, who owns it, by when, and how we'll measure improvement).

• Drive closure of recurring defects by fixing process, policy, content, tooling, or partner handoffs.

CX data → insight → action

• Use CX operational and contact data to:

• Identify friction and failure demand.

• Quantify impact (contacts, cost, refunds, SLA misses, delivery promise performance).

• Prioritise the backlog with clear rationale.

• Create simple, trusted reporting that tells the story: "what's broken, what we're doing, what moved."

Partner leadership across EMEA

• Act as the day-to-day operational partner for Logistics, DTC/eCommerce, Finance, Fraud, and Technology.

• Create clear working agreements for:

• Escalations and incident response

• Ownership of fixes

• Release/rollout comms to CX Delivery

• Documentation and training

Standards, documentation, and enablement

• Maintain EMEA process and policy documentation (SOPs, playbooks, escalation guides).

• Enable front-line and Tier 2 teams through:

• Clear workflows and decision trees

• Templates/macros/content updates

• Targeted training for new changes

Key Relationships

• Director, Cx Support Operations (manager): priorities, escalation, governance, performance.

• CX Delivery leaders (BPO and/or in-house): operational outcomes, readiness, training, defect feedback loop.

• Logistics / Supply Chain / Carriers: delivery exceptions, claims, scan issues, warehouse exceptions.

• DTC/eCommerce & Order Management: order flows, promise rules, promotions, cancellations, substitutions.

• Finance / Payments / Fraud: disputes, chargebacks, failed payments, refund controls, risk.

• Technology / IT / CX Systems: incident response, access governance inputs, defect remediation.

What Success Looks Like
Operational control: daily routines in place; escalations are predictable, fast, and closed with clear outcomes.

• Friction reduction: measurable reduction in EMEA order-related contacts (WISMO, refunds, payment failures, delivery exceptions).

• Defect closure: an EMEA defect backlog exists with owners and dates; recurring issues are reduced and prevented.

• Speed to fix: time from 'smoke spotted' → 'fix released' decreases; fewer repeat incidents.

• Partner confidence: Logistics/DTC/Finance/IT partners trust the process and see clear value in prioritisation and communication.

• Team enablement: front-line teams have better tooling, SOPs, and training; less manual firefighting.

Required Experience

• 5+ years in CX Operations / Postpurchase operations / eCommerce operations / Logistics exception management.

• Proven experience running daily operational routines and handling live escalations.

• Strong analytical capability: turning operational/contact data into clear priorities and actions.

• Track record delivering process improvement in a matrix environment.

• Comfort working across multiple EMEA markets and nuances.

Preferred Experience

• DTC or omnichannel retail experience.

• Exposure to OMS/CRM and contact center tooling (no deep engineering required).

• Experience working with payments (Klarna/PayPal/Braintree), refunds/returns, and carrier escalation paths.

• Experience operating incident response / defect management cadence.

#LI-HYBRID
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
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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 [email protected]