CX Technology Lead Self Service, AI & Automation

Shark Ninja Operating • Needham, MA

90d

About The Position

The Cx Technology Lead - Self Service, AI & Automation is accountable for transforming how SharkNinja delivers service. This role drives better experiences for consumers, agents, supervisors, leaders, and the business. The role owns the Avoid-Deflect-Optimize framework, ensuring consumers can solve problems easily, agents are empowered with AI-driven tools, and operations run more smoothly. This leader will be both strategic and hands-on: setting the vision for self-service and automation, while also making detailed, real-time improvements that deliver immediate impact.

Requirements

• 10+ years in service operations, digital transformation, or customer experience leadership.
• Hands-on experience with self-service platforms, conversational AI, RPA, and knowledge management.
• Skilled at connecting strategy with delivery — able to zoom out and set direction, then zoom in to fix details.
• Strong collaboration and communication skills, able to build trusted relationships across functions.
• Comfortable in an intense, fast-moving, high-ambiguity environment; resilient and able to adapt quickly.

Responsibilities

• Create easy-to-use self-service journeys such as virtual agents and chatbots that resolve issues on first contact.
• Develop interactive troubleshooting guides with video, images, and AI-powered prompts.
• Automate product registration and warranty processes that reduce contact.
• Eliminate friction before it reaches an agent by predicting consumer needs and proactively solving them.
• Deliver AI tools that help agents work faster and more effectively.
• Provide real-time suggested responses in chat, email, and voice.
• Enable instant knowledge retrieval, surfacing the right answer in seconds.
• Automate call summarization and recommend next-best-actions.
• Provide supervisors with live dashboards showing agent performance, consumer sentiment, and service outcomes.
• Automate repetitive back-office processes such as refunds, replacements, and case routing.
• Apply a Track-Evaluate-Design-Build-Release-Learn cycle to continuously improve consumer and agent journeys.
• Focus measurement on outcomes that matter: Effort, NPS, CSAT, resolution times, containment, and escalation rates.
• Work closely with partners in the Global Digital Technology team to deliver rapid, iterative improvements.
• Partner with operations, training, and development teams to embed solutions.
• Influence senior leaders by using data and real-world examples to show impact.

Benefits

• Competitive health insurance
• Retirement plans
• Paid time off
• Employee stock purchase options
• Wellness programs
• SharkNinja product discounts
• High impact Learning Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree