SharkNinja is hiring a CX Technology Lead – Self Service, AI & Automation to fundamentally transform how we deliver service. This pivotal role drives better experiences for consumers, agents, and the entire business by combining strategic vision with hands-on execution to create immediate impact.
What You'll Do
- Own the Avoid-Deflect-Optimize framework to empower consumers and streamline operations.
- Create easy-to-use self-service journeys like virtual agents, chatbots, and automated product processes.
- Eliminate friction before it reaches an agent by predicting and proactively solving consumer needs.
- Deliver AI tools that help agents work faster, including real-time suggested responses and automated call summarization.
- 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 all journeys.
- Focus measurement on key outcomes: Effort, NPS, CSAT, resolution times, containment, and escalation rates.
- Work closely with 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.
What We're Looking For
- 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 to set direction and 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.
Technical Stack
- Self-service platforms
- Conversational AI
- RPA
- Knowledge management
Team & Environment
This role is part of the Global Customer Experience (Cx) function and reports to the Senior Director, Technology, Knowledge & Development.
Benefits & Compensation
- Compensation: $112,000 - $168,000 USD
- Medical, dental, and vision insurance
- Flexible spending accounts and health savings accounts (HSA) with company contribution
- 401(k) retirement plan with matching
- Employee stock purchase program
- Life insurance, AD&D, short-term and long-term disability insurance
- Generous paid time off, company holidays, and parental leave
- Identity theft protection, pet insurance, and pre-paid legal insurance
- Back-up child and eldercare days
- Product discounts and a referral bonus program
Work Mode
This is a hybrid role with locations in Needham, MA or Remote.
SharkNinja does 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.
