Global Escalation Strategy & Compliance Manager

SharkNinja•Needham, MA

About The Position

The Global Escalation Strategy & Compliance Manager is a pivotal new role responsible for protecting the consumer experience, elevating decision quality, and reducing unnecessary escalations across SharkNinja’s global support network. You’ll build and execute the strategy that keeps both task-based escalations and executive-level escalations low—and ensures every case is resolved with speed, empathy, accuracy, and trust. You will ensure BPO teams consistently follow our processes around warranty, goodwill, documentation, and case handling, while shaping the operational conditions that prevent escalations from happening in the first place. Through strong partnerships, smart frameworks, and our Hear It, Feel It, Fix It mindset, you’ll help us understand what consumers are telling us, feel the impact of those moments, and act decisively to eliminate friction at its source.

Requirements

Bachelor’s degree in Business, Operations, Communications, or a related field; equivalent experience welcome.
5+ years of experience in escalations leadership, compliance, contact center operations, or CX performance management.
Experience managing or influencing BPO performance across markets or channels.
Strong understanding of escalation workflows, warranty compliance, case handling standards, and risk management.
Proven ability to design strategies that reduce escalations and improve case handling consistency.
Skilled in analyzing root causes, identifying systemic issues, and driving preventive action.
Superb communication skills—calm, clear, and confident in high-visibility or executive-sensitive scenarios. This includes regular reports to our ELT highlighting trends and related actions.
A passion for empathy-driven service and process integrity that builds trust with consumers.
A proactive, ownership-driven mentality with urgency, curiosity, and a focus on delivering measurable outcomes.
An understanding of both global consumer and agent escalation behaviors and how to care for each through both regional and universal policy.

Responsibilities

Own the global strategy for minimizing both task-based and executive-level escalations, with a long-term vision of approaching near-zero executive escalation volume.
Build frameworks that ensure BPO agents consistently adhere to SharkNinja standards around warranty evaluation, goodwill gestures, documentation accuracy, and case resolution.
Monitor compliance and identify patterns of deviation, escalating risks early and driving corrective action with BPO partners.
Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes through improved processes, training, coaching, or policy clarity.
Transform the escalations process into a predictable, well-governed workflow with clear SLAs and accountability. This includes working with IT and our Tech team to ensure our systems are optimized and refined to allow for seamless escalation paths and full reporting visibility of escalation activity.
Lead deep-dive reviews on all executive escalations, identifying systemic issues and designing strategies to prevent recurrence.
Develop performance reporting, dashboards, and executive narratives that highlight trends, risks, and successes in escalation reduction and compliance quality.
Partner cross-functionally to strengthen consumer trust by ensuring resolutions align to SharkNinja’s empathy-first approach.
Drive internal alignment to our Hear It, Feel It, Fix It success pillars—ensuring we listen deeply, understand emotionally, and act decisively.
Speak with consumers as needed to resolve complaints and to restore faith in our brand
Periodically visit our BPO partners to understand root cause of escalation drivers with boots on the ground.