Director of Global Consumer Experience Optimization - Remote

About the Role

We’re looking for a Director of Global Consumer Experience Optimization - Remote to lead SharkNinja’s global order support operations and help shape the post-purchase experience across our DTC business. This is a high-impact leadership role responsible for improving order health, reducing customer friction, and ensuring strong operational governance across payments, exceptions, and CX technology support.

What You'll Do

• Lead the global Order Support function across all DTC markets.
• Drive operational excellence in order exception management, refunds, returns, and payment disputes.
• Oversee payment governance and fraud exception handling across key providers.
• Manage carrier escalations, backorders, order corrections, and logistics exceptions.
• Establish a global operating model balancing regional flexibility with consistent standards.
• Build and govern a global backlog of order-related defects, ensuring root cause analysis and resolution.
• Partner cross-functionally to reduce recurring order friction and customer contacts.
• Provide governance and oversight of CX technology systems including CRM, OMS, and contact center platforms.
• Ensure strong access governance, audit compliance, and operational controls.
• Deliver clear executive reporting on order health, defects, and system stability.

Requirements

• 10+ years’ experience in Consumer Experience, Operations, E-commerce, or Post-Purchase Operations.
• 5+ years leading global or multi-region teams.
• Strong expertise in order management, payment flows, or fulfillment operations.
• Experience managing exception-based processes and operational risk.
• Comfortable working in technology-enabled operational environments.
• Strong stakeholder and executive communication skills.
• Proven ability to lead in complex, matrixed organizations.
• Experience in DTC or omnichannel retail environments (preferred).
• Familiarity with OMS, CRM, and contact center platforms (preferred).
• Exposure to fraud prevention, payment governance, or high-growth environments (preferred).

Nice to Have

• Experience in a high-growth startup environment.
• Knowledge of customer journey mapping.
• Familiarity with data analytics tools.

What We Offer

• Competitive health insurance and retirement plans.
• Paid time off and employee stock purchase options.
• Wellness programs and SharkNinja product discounts.
• High impact Learning Programs for personal and professional growth.
• A vibrant company culture that values diversity, equity, and inclusion.