Global AI-Enhanced Quality Manager

SharkNinja•Needham, MA

11h

About The Position

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. ABOUT THE ROLE As the Global AI-Enhanced Quality Manager, you will define the future of quality at SharkNinja. You’ll lead global QA standards across human and AI-assisted channels, ensuring we deliver empathetic, consistent, and high-performing consumer experiences worldwide. You’ll modernize our approach to quality—shifting from traditional sampling to intelligent, AI-informed assessment—while ensuring our programs build trust and reinforce our Hear It, Feel It, Fix It philosophy. You’ll partner with Technology to influence how tools evolve and with regional leaders to ensure global alignment with local nuance.

Requirements

Bachelor’s degree in Business, Communications, Operations, or similar discipline; equivalent experience welcome.
6+ years of experience in QA leadership, contact center operations, or consumer experience performance roles.
Deep understanding of QA frameworks, calibration practices, and performance drivers.
Experience working with or influencing AI-supported QA tools; ZOOM an asset.
Ability to drive global standardization while respecting cultural and linguistic differences.
Strong analytical mindset and ability to connect quality trends to meaningful actions.
Excellent communication skills with the ability to influence cross-regional leaders and partners.
Curiosity, adaptability, and a passion for elevating quality in modern, AI-enabled environments.

Responsibilities

Lead global QA strategy, scorecard design, calibration models, and quality expectations across all regions and channels.
Modernize QA practices by integrating AI-supported evaluation, behavioral cues, and near-real-time performance visibility.
Partner with Technology to inform requirements, training data needs, and workflow enhancements for AI QA tools.
Drive global calibration practices to ensure fairness, alignment, and consistent agent evaluation.
Identify agent capability gaps and collaborate with Global L&D on training and coaching interventions.
Provide guidance to Operations, regional QA leaders, and BPO partners to maintain high standards and continuous improvement.
Translate QA learnings into clear actions that elevate empathy, trust, and the consumer experience.
Ensure SharkNinja provides all consumers with an extraordinary 5-star experience regardless of their preferred contact channel
Promote a culture of curiosity, quality, and rapid problem-solving in alignment with Hear It, Feel It, Fix It .
Travel to our international engagement centres as required