---
title: 'Sr. Director, Consumer Experience Strategy & Operations at SharkNinja'
canonical: 'https://feeny.ai/job/sr-director-consumer-experience-strategy-operations-sharkninja-montreal-2cfwrpezqg36'
type: 'job'
last_seen: '2026-09-08'
---

# Sr. Director, Consumer Experience Strategy & Operations at SharkNinja

- **Company:** SharkNinja
- **Location:** Montréal, Canada
- **Compensation:** $180k–$220k
- **Posted:** 2026-09-01
- **Last confirmed live:** 2026-09-08
- **Apply:** https://job-boards.greenhouse.io/sharkninjaoperatingllc/jobs/4704957006

## Job description

## 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.

AI at SharkNinja

At SharkNinja, we’re building an AI-native culture. We’re not waiting for the future; we’re creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what’s possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn’t been invented yet, you’ll fit right in.

Aperçu du poste

L’équipe Global CX définit la façon dont SharkNinja écoute la voix du consommateur, en tire des enseignements et agit en conséquence. Notre mission est de transformer les insights consommateurs en avantage stratégique, afin que chaque interaction renforce notre capacité à offrir des expériences 5 étoiles, tout en ayant un impact positif sur la vie des gens, chaque jour, dans chaque foyer à travers le monde.

Nous recherchons un(e) Directeur(trice) principal(e), Stratégie et opérations de l’expérience consommateur pour prendre en charge de façon autonome et opérationnaliser la stratégie d’expérience consommateur de SharkNinja, en partenariat avec le/la VP, Global Consumer Experience. Il s’agit d’un rôle de leadership hautement influent, responsable de définir et de piloter la stratégie globale de contact consommateur de SharkNinja, en réunissant l’expérience consommateur, la performance opérationnelle, la technologie et les priorités d’affaires au sein d’une vision cohérente.

Cette personne disposera de l’autonomie nécessaire pour définir et exécuter la stratégie qui déterminera où et comment les consommateurs interagissent avec nous, comment les parcours doivent évoluer à travers les différents canaux, et comment nos capacités technologiques et opérationnelles doivent progresser pour soutenir cette vision. En collaboration avec les équipes d’Interaction Analytics, de planification des effectifs, de gestion des fournisseurs, de technologie et les partenaires interfonctionnels, vous veillerez à ce que les signaux consommateurs deviennent de véritables renseignements exploitables pour l’entreprise, plutôt que de simples données de suivi opérationnel.

Ce rôle s’adresse à une personne à l’aise dans l’ambiguïté, qui est Rarely Satisfied, qui Communicates for Impact et qui croit que Winning is a Team Sport. Vous remettrez en question les modèles existants, établirez des liens entre les insights provenant de différentes fonctions et favoriserez l’alignement entre les équipes afin de créer une organisation capable de servir de système d’alerte précoce pour identifier les opportunités liées aux produits, aux processus et aux consommateurs. Ce poste correspond aux attentes de SharkNinja pour un rôle de niveau Sr. Director, avec la responsabilité de diriger des initiatives hautement complexes qui façonnent les résultats stratégiques à l’échelle de l’organisation.

Responsabilités

- Prendre en charge l’exécution de la stratégie Best Service at Lowest Cost.
- Définir et piloter la stratégie globale de contact consommateur de SharkNinja, en déterminant comment les consommateurs doivent interagir avec nous à travers les différents canaux et en établissant une feuille de route à long terme pour offrir des parcours consommateurs de premier ordre.
- Développer une vision stratégique reliant l’analyse des interactions, la planification opérationnelle, la gestion des effectifs, la technologie et l’expérience consommateur, tout en remettant en question le statu quo.
- Collaborer étroitement avec la fonction Interaction Analytics afin de remettre en question les hypothèses, valider les analyses des causes profondes et s’assurer que les signaux consommateurs orientent les priorités stratégiques de l’entreprise plutôt que de simples améliorations opérationnelles isolées.
- Assumer la responsabilité des prévisions, de la planification des effectifs et de la gestion des fournisseurs, et collaborer avec les Finances afin d’évaluer la préparation opérationnelle, la planification de la capacité et la performance des fournisseurs, tout en veillant à ce que les décisions opérationnelles soient alignées sur la stratégie consommateur à long terme.
- Élaborer des narratifs destinés aux dirigeants qui traduisent la complexité opérationnelle en recommandations concises et exploitables pour la haute direction.
- Diriger les revues exécutives, les réunions opérationnelles, les cycles de planification et les forums de leadership interfonctionnels en tant que responsable de la stratégie et des opérations de l’expérience consommateur.
- Influencer les dirigeants interfonctionnels des équipes de développement de produits, qualité, ingénierie, TI, commercial et expérience client afin d’aligner les initiatives autour des résultats consommateurs.
- Évaluer les technologies existantes et les partenariats avec les fournisseurs afin d’identifier les possibilités d’accélérer l’innovation, d’améliorer les capacités et de générer une valeur mesurable pour les consommateurs et l’entreprise.
- Diriger des initiatives stratégiques visant à améliorer la satisfaction des consommateurs tout en équilibrant l’efficacité opérationnelle, l’évolutivité et la croissance à long terme de l’entreprise.
- Remettre continuellement en question les modèles opérationnels existants en adoptant une approche Progress over Perfection, en posant des questions de deuxième et troisième ordre et en favorisant des changements durables dans l’ensemble de l’organisation.

Compétences requises

Expérience

- Plus de 12 ans d’expérience progressive en leadership dans les domaines de l’expérience client, de la stratégie de centre de contact, des opérations clients ou de la stratégie consommateur au sein d’une organisation mondiale complexe.
- Expérience démontrée dans la conception de stratégies de contact à l’échelle de l’entreprise, de stratégies de parcours client ou de modèles de service omnicanal — et non uniquement dans la gestion de l’exécution opérationnelle.
- Expérience à l’intersection des insights consommateurs, de l’analyse des interactions, de la planification des effectifs, des prévisions ou de l’excellence opérationnelle.
- Succès démontré dans la direction d’initiatives de transformation stratégique et dans l’influence de multiples fonctions sans autorité hiérarchique directe.
- Expérience dans la gestion ou la gouvernance de feuilles de route de transformation technologique générant des résultats d’affaires mesurables.
- Expérience dans la préparation de communications, de présentations et de recommandations stratégiques destinées à la haute direction.

Leadership et compétences fonctionnelles

- Compréhension approfondie de la stratégie de parcours client, des opérations de centres de contact, de la planification des effectifs, de l’analyse des interactions et des indicateurs de performance opérationnelle.
- Solide sens des affaires et capacité à transformer les données opérationnelles en décisions stratégiques.
- Excellentes compétences en storytelling exécutif et en présentation, avec la capacité de simplifier des enjeux opérationnels complexes et de les transformer en narratifs convaincants.
- Capacité à relier des indicateurs opérationnels détaillés à une stratégie d’expérience consommateur à long terme.
- Solides capacités analytiques permettant de remettre en question les hypothèses, d’identifier les causes profondes et de recommander des solutions stratégiques.
- Expérience démontrée dans l’influence d’organisations interfonctionnelles grâce à la crédibilité, la collaboration et le leadership stratégique.
- Capacité démontrée à composer avec l’ambiguïté tout en prenant des décisions avec assurance et en maintenant l’accent sur les résultats consommateurs.

Façons de travailler

- Adopte une approche consumer-first, considérant les commentaires des consommateurs et les signaux opérationnels comme des actifs stratégiques favorisant l’innovation.
- Est Rarely Satisfied, remettant constamment en question les approches existantes et recherchant des possibilités d’améliorer l’expérience consommateur.
- Fait preuve de Relentless Drive for Edge, en identifiant des insights permettant de créer un avantage concurrentiel grâce à une meilleure compréhension des consommateurs.
- Démontre une Insatiable Impatience for Action, passant rapidement de la stratégie à l’exécution tout en améliorant continuellement l’approche.
- Communicates for Impact, en influençant les dirigeants et les partenaires interfonctionnels grâce à la clarté, à la crédibilité et à un storytelling convaincant.
- Croit que Winning is a Team Sport, en créant l’alignement et en générant des résultats grâce à la collaboration entre les différentes fonctions.
- Est à l’aise dans des environnements très ambigus où la stratégie doit être créée plutôt qu’héritée.
- Fait preuve de confiance, de curiosité et de résilience, ainsi que d’une réelle passion pour façonner l’avenir de l’expérience consommateur.

Job Overview

The Global CX team defines how SharkNinja listens to, learns from, and acts on the voice of the consumer. Our mission is to transform consumer insights into strategic advantage, ensuring every interaction strengthens our ability to deliver 5-star experiences while positively impacting people's lives every day, in every home around the world.

We are seeking a Sr. Director, Consumer Experience Strategy & Operations to independently own and operationalize SharkNinja's consumer experience strategy in partnership with the VP, Global Consumer Experience. This is a highly influential leadership role responsible for defining and driving SharkNinja's enterprise consumer contact strategy—connecting consumer experience, operational performance, technology, and business priorities into one cohesive vision.

This leader carries independent authority to set and execute the strategy that determines where and how consumers should engage with us, how journeys should evolve across channels, and how technology and operational capabilities must advance to support that vision. Working across Interaction Analytics, Workforce Planning, Vendor Management, Technology, and cross-functional business partners, you will ensure consumer signals become actionable business intelligence rather than simply operational reporting.

This role requires someone who thrives in ambiguity, is Rarely Satisfied, Communicates for Impact, and believes Winning is a Team Sport. You will challenge existing models, connect insights across functions, and drive alignment across teams to create an operation that serves as one of the company's earliest indicators of product, process, and consumer opportunity. This position aligns with SharkNinja's Sr. Director level expectations, leading highly complex initiatives that shape strategic outcomes across the organization.

## Responsibilities

- Own the execution of Best Service at Lowest Cost.
- Define and own SharkNinja's enterprise Consumer Contact Strategy, determining how consumers should engage across channels and creating a long-term roadmap for delivering best-in-class consumer journeys.
- Develop a strategic vision that connects interaction analytics, operational planning, workforce management, technology, and consumer experience while challenging the status quo.
- Partner closely with the Interaction Analytics function to challenge assumptions, validate root-cause insights, and ensure consumer signals drive strategic business priorities rather than isolated operational improvements.
- Own Forecasting, Workforce Planning, and Vendor Management, and partner with Finance to evaluate operational readiness, capacity planning, and vendor performance while ensuring operational decisions align with the long-term consumer strategy.
- Build executive-level narratives that translate operational complexity into concise, actionable recommendations for senior leadership.
- Lead executive reviews, operational meetings, planning cycles, and cross-functional leadership forums as the accountable owner of consumer experience strategy and operations.
- Influence cross-functional leaders across Product Development, Quality, Engineering, IT, Commercial, and Customer Experience to align initiatives around consumer outcomes.
- Evaluate existing technology and vendor partnerships, identifying opportunities to accelerate innovation, improve capabilities, and deliver measurable consumer and business value.
- Lead strategic initiatives that improve consumer satisfaction while balancing operational efficiency, scalability, and long-term business growth.
- Continuously challenge existing operating models, demonstrating a mindset of Progress over Perfection, asking second- and third-order questions, and driving sustainable change across the organization.

## Skills Required

## Experience

- 12+ years of progressive leadership experience in Customer Experience, Contact Center Strategy, Customer Operations, or Consumer Strategy within a complex, global organization.
- Demonstrated experience designing enterprise contact strategies, customer journey strategies, or omnichannel service models—not simply managing operational execution.
- Experience operating at the intersection of Consumer Insights, Interaction Analytics, Workforce Planning, Forecasting, or Operational Excellence.
- Proven success leading strategic transformation initiatives while influencing multiple functions without direct authority.
- Experience owning or governing technology transformation roadmaps that deliver measurable business outcomes.
- Experience preparing executive-level communications, presentations, and strategic recommendations for senior leadership.

Leadership & Functional Skills

- Deep understanding of customer journey strategy, contact center operations, workforce planning, interaction analytics, and operational performance metrics.
- Strong business acumen with the ability to translate operational data into strategic business decisions.
- Exceptional executive storytelling and presentation skills, capable of simplifying complex operational challenges into compelling narratives.
- Ability to connect detailed operational metrics with long-term consumer experience strategy.
- Strong analytical thinking with the ability to question assumptions, identify root causes, and recommend strategic solutions.
- Experience influencing cross-functional organizations through credibility, collaboration, and strategic leadership.
- Demonstrated ability to balance ambiguity with decisive action while maintaining focus on consumer outcomes.

Ways of Working

- Operates with a consumer-first mindset, treating consumer feedback and operational signals as strategic assets that drive innovation.
- Rarely Satisfied, consistently challenging existing approaches while seeking opportunities to improve the consumer experience.
- Demonstrates Relentless Drive for Edge, identifying insights that create competitive advantage through consumer understanding.
- Exhibits Insatiable Impatience for Action, moving quickly from strategy to execution while continuously iterating.
- Communicates for Impact, influencing executive leaders and cross-functional partners through clarity, credibility, and compelling storytelling.
- Believes Winning is a Team Sport, building alignment and driving results through collaboration across functions.
- Comfortable operating in highly ambiguous environments where strategy must be created rather than inherited.
- Demonstrates confidence, curiosity, resilience, and a passion for shaping the future of consumer experience.

Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, RRSP retirement plan with matching, employee stock purchase program, life insurance, AD&D, short-term disability insurance, long-term disability insurance, generous paid time off, company holidays, free clinical mental health support, EAP, tuition reimbursement, wellness reimbursement, product discounts, referral bonus program, and more.

Pay Range $180,000—$220,000 CAD

Our Culture

At SharkNinja, we don’t just raise the bar—we push past it every single day.  Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home.

## What We Offer

We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. Together, we won’t just launch products—we’ll disrupt entire markets.

At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.

Learn more about us: https://sharkninja.com/dei[Life At SharkNinja](https://www.instagram.com/sharkninja/) [Outrageously Extraordinary](https://www.youtube.com/playlist?list=PLmRfBxyGu_mKl9SF12lM1NAIx-z07uLNQ)

SharkNinja Candidate Privacy Notice

- For candidates based in all regions, please refer to this [Candidate Privacy Notice](https://www.sharkninja.com/candidate-privacy-notice.html).

- For candidates based in China, please refer to this [Candidate Privacy Notice](https://www.sharkninja.com/legal/candidate-privacy-notice-china.html).

- For candidates based in Vietnam, please refer to this [Candidate Privacy Notice](https://www.sharkninja.com/legal/candidate-privacy-notice-vietnam.html).

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at accommodations@sharkninja.com

## About SharkNinja

## Company Overview
- **One-liner**: SharkNinja is a global product design and technology company that designs, develops, and markets innovative small household appliances under the Shark and Ninja brands.
- **Entity Type**: Public (NYSE: SN)
- **Headquarters**: Needham, Massachusetts, USA
- **Founded**: 2008 (as a merger of Shark and Ninja brands; founding roots go back decades)
- **Founders**: Mark Rosenzweig

## Core Business
- **Primary industries**: Small household appliances (floor care, kitchen, food preparation, beauty, home environment)
- **Target customers**: B2C consumers across all income brackets; sold through major retailers (online and offline) and distributors globally
- **Mission statement**: “To positively impact people’s lives every day in every home in our global markets.”

## Products & Services
- **Shark**: Floorcare products (vacuums, mops, steam cleaners) – #1 floorcare brand in the US by dollar sales.
- **Ninja**: Small kitchen appliances (blenders, food processors, cookers, beverage systems) – best-selling small kitchen appliance brand in the US.
- **Beauty & Home Environment**: Hair care, air purifiers, and other lifestyle appliances (growing category).
- **Product type**: Hardware (consumer electronics/appliances) with integrated software and app connectivity in select products.

## Market Standing
- **Valuation/Market Cap**: Not publicly stated in provided sources; as of 2025 annual report, net sales were $6.4 billion.
- **Key Metric**: Annual Revenue (2025) – $6.4 billion net sales, up ~16% year-over-year. Adjusted EBITDA $1.14 billion (19% growth). Adjusted EPS $5.28 (up 21%).
- **Notable Investors/Partners**: Publicly traded; major institutional investors. Key retail partners include Walmart, Target, Amazon, Costco, and international distributors.
- **Growth Signals**: 21% headcount growth since 2008 (now 4,000+ associates). Expanded into 38 product subcategories. International net sales grew 20.8% in 2025. Strong market share gains across categories.

## Competitive Advantages
- **Continuous disruptive innovation**: Rapid product iteration and refinement based on “always-on” consumer insights and reviews, allowing SharkNinja to solve problems competitors overlook.
- **Scaled engineering powerhouse**: Global cross-functional engineering and product development team that can quickly bring new products to market.
- **Brand trust and market leadership**: Shark is #1 in US floorcare; Ninja is best-selling small kitchen appliance brand. Products have broad appeal across price points, taking share from both higher- and lower-priced competitors.
- **Extensive IP portfolio**: Proprietary technologies and intellectual property that differentiate products and extend product life cycles.

## Strategic Focus
- **Category expansion**: Entering new product categories (beauty, home environment) and subcategories within existing lines.
- **International growth**: Expanding presence in EMEA, Asia, and other global markets (international sales growing faster than domestic).
- **AI and digital transformation**: “Jailbreak” company-wide AI initiative, including AI hackathons and an AI-native early talent program (SharkByte) with a $1M AI Awards prize.
- **Sustainability**: Designing energy-efficient products, reducing carbon footprint across the value chain.

## Why Work Here
- **Culture**: Described as “outrageously extraordinary” – encourages fearless thinking, cross-functional collaboration, and rapid experimentation. Emphasis on innovation and impact.
- **Growth opportunities**: High-impact programs like “Breakthrough Intensive Thinking”, “Built-to-Lead” sessions with executive leadership, and workshops with external voices.
- **AI immersion**: Every employee gets hands-on with AI through Jailbreak initiatives; interns/co-ops in SharkByte program work on real projects with a shot at the $1M AI Awards.
- **Diversity & inclusion**: 14 Employee Resource Groups (ERGs) with executive sponsors, over 500 members worldwide.
- **Community & planet**: Nearly $3.7M donated to nonprofits since 2020; paid volunteer day; matching gifts up to $500/year. Sustainability commitments.
- **Work model**: Not explicitly stated as fully remote; likely hybrid/office-based given headquarters and global offices. Roles span product, engineering, marketing, sales, digital technology, customer excellence, and corporate functions.
- **Locations**: Needham, MA (HQ); offices across America, Europe, and Asia (including UK, China).

## Sources
1. [sharkninja.com](https://www.sharkninja.com/about-us/our-company.html)
2. [careers.sharkninja.com](https://careers.sharkninja.com/)
3. [sec.gov - 2025 Annual Report](https://www.sec.gov/Archives/edgar/data/1957132/000195713226000025/sn-2025arsfinal.pdf)
4. [linkedin.com](https://www.linkedin.com/company/sharkninja)

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