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 3,300+ associates, the company's products are sold at key retailers, online and offline, and through distributors around the world. The Manager, DTC Consumer Experience and Optimization will be integral in leading optimization for the customer experiences that originate from customer-facing websites and will map customer experience journeys on websites to proactively identify areas for process optimization. Additionally, the role will be responsible for analyzing customer interactions, optimizing support processes used by our customers, agent, and back-office resources, and ensuring a seamless, high-quality experience across key touchpoints—including order management, pre-purchase support, returns, and website assistance inquiries. The Manager, DTC Customer Experience and Optimization will be a subject matter expert on the consumer experience within this space, representing the voice of the consumer and helping SharkNinja to achieve a 5-star experience. This role is responsible for the design, delivery and report out of the processes that support these direct-to-consumer (DTC) experiences globally. The Manager is responsible for all customer-facing support materials, as well as knowledge articles used to train agents at contact centers. This role identifies opportunities and collaborates cross-functionally to deliver improvements. This role requires a unique mix of process ownership, customer experience design, project management, analysis, communication, and cross-functional collaboration skills. The ideal candidate will be a data-driven problem solver with experience in contact center operations, digital self-service, and escalation management. This role will report to the Senior Director of Customer Experience Optimization.