Global Escalation Strategy & Compliance Manager
$112.5k/y-$172.5k/y
SharkNinjaa day ago
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OnsiteFull-timeSenior
Summary
SharkNinja is seeking a Global Escalation Strategy & Compliance Manager to join their team in Needham, MA. The role focuses on protecting the consumer experience and reducing escalations across the global support network.
About the Role
As the Global Escalation Strategy & Compliance Manager, you will own the strategy for minimizing escalations, build frameworks for BPO agents, monitor compliance, analyze escalation drivers, transform the escalation process, lead reviews on executive escalations, develop performance reporting, and partner cross-functionally to strengthen consumer trust.
About You
Required:
- 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.
- 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.
- Superb communication skills in high-visibility or executive-sensitive scenarios.
Preferred:
- Experience managing or influencing BPO performance across markets or channels.
- Skilled in analyzing root causes, identifying systemic issues, and driving preventive action.
- A passion for empathy-driven service and process integrity that builds trust with consumers.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible spending accounts
- Health savings accounts (HSA) with company contribution
- 401(k) retirement plan with matching
- Employee stock purchase program
- Life insurance
- Short-term and long-term disability insurance
- Generous paid time off
- Company holidays
- Parental leave
- Identity theft protection
- Pet insurance
- Pre-paid legal insurance
- Back-up child and eldercare days
- Product discounts
- Referral bonus program
SharkNinja
SharkNinja is a global product design and technology company that creates 5-star rated lifestyle solutions through innovative products for consumers around the world. Known for its two billion-dollar brands, Shark and Ninja, SharkNinja has a proven track record of establishing leadership positions by disrupting numerous household product categories, including Cleaning, Cooking, Food Preparation and Other, which includes Home Environment and Beauty.
Needham, MA