Job Application for Customer Journey Operations Manager at SharkNinja

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 3,600+ associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.

Job Title: Customer Journey Operations Manager

Position Summary

We are seeking a proactive and detail-oriented Customer Journey Operations Manager to lead the intake, refinement, communication, and tracking of operational improvement opportunities, called PoPs (protect our plan). The Customer Journey Operations Manager supports a culture of continuous improvement by ensuring consistent submission and follow-through on PoPs that enhance operational efficiency, reduce spend, and elevate the consumer experience. To do so, they will need to sit at the nexus of our contact center, core product and consumer insights, connecting the dots before and after purchase, highlighting opportunities for improved consumer experience.

Key Responsibilities

Facilitate Weekly Product/Journey review sessions with Contact Center/PD CORE/CI
Ensure action items are captured and followed up on
Connect the dots from pre-product launch to post purchase tracking and customer experience execution
Facilitate Biweekly Submissions:
- Ensure timely PoP submissions from team members every two weeks, promoting proactive identification of risks and opportunities across the operation.
Curate and Refine Daily PoPs:
- Review submitted PoPs and select one each day to escalate to the Executive Leadership Team (ELT).
- Collaborate with the original submitter to shape and refine the email content.
- Ensure each communication follows a standardized format and highlights relevant cross-functional business partners.
Stakeholder Engagement:
- Conduct weekly reviews with Key Stakeholder in Contact center/Core/CI to uncover issues big and small to drive awareness of consumer pain points in the journey from purchase to use.
- Coordinate with key business partners to ensure alignment on responsibilities and expected outcomes related to each submitted PoP
Track and Escalate Progress:
- Maintain a detailed register of PoPs shared with the ELT:
- Monitor progress, assign owners, and set timelines.
- Escalate lack of movement or ownership gaps.
- Keep momentum and visibility on unresolved issues.
Communicate to Leadership:
- Provide concise, informative weekly and monthly updates to the ELT, including:
  - Status of open and resolved PoPs
  - Progress toward key actions
  - Notable trends or recurring challenges

Qualifications & Experience

Exceptional organizational skills and the ability to manage workflows across multiple priorities.
Strong written communication, particularly in summarizing complex issues for executive audiences.
Comfortable collaborating across teams and escalating effectively when needed.
Experience in operations, program coordination, or continuous improvement preferred.
Familiarity with issue tracking tools and structured reporting is a plus.

Success in This Role Looks Like

PoP submissions are consistently delivered on time and meet quality standards.
ELT receives daily PoPs that are clear, actionable, and aligned with strategic priorities.
Open PoPs are actively monitored, progressed, and resolved.
Leadership gains insight into systemic issues and operational trends through timely action.

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:
Life At SharkNinja
Outrageously Extraordinary

SharkNinja's Candidate Privacy Notice can be found here: https://www.sharkninja.com/candidate-privacy-notice/

For candidates based in China, please visit: https://sharkninja.com/candidate-privacy-notice/china/

For candidates based in Vietnam, please visit: https://www.sharkninja.com/candidate-privacy-notice/vietnam/

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

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SharkNinja, Welcoming Everyone

At SharkNinja, we take pride in our uniqueness. Our innovation extends beyond our products to the way we work, embracing diversity as a cornerstone of our success. We recognize that our differences make us stronger, more creative, and better at what we do. Our workforce should reflect the diversity of our customer base, which is why our recruitment commitment is to truly be an exemplary, equal opportunity employer, fostering a welcoming and inclusive workplace.

We are looking for you as a valued candidate, to help us achieve our commitment by participating in this short questionnaire. You can choose if you want to complete the questions, if you do your answers will help us to ensure our hiring practices are inclusive, and in return we commit to treating the information you provide with respect by applying technical measures to your response to remove it from your candidate record.

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None of the hiring team will have access to your responses, therefore the information you provide will NOT be used as part of your application process.

The data will be used to report on our recruitment process and its success in supporting Diversity, Equality, and Inclusion.

You can review our privacy statement at this link: Candidate Privacy Notice.

You can exercise your Data Subject Rights at any point during or after our recruitment process. For more information, please visit our Candidate Privacy Notice here

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