Director of Global Consumer Experience Optimization - Order Experience

About the Role

We’re looking for a Director of Global CX Optimization (Order Experience) to lead SharkNinja’s global order support operations and help shape the post-purchase experience across our DTC business.

This is a high-impact leadership role responsible for improving order health, reducing customer friction, and ensuring strong operational governance across payments, exceptions, and CX technology support.

You’ll work cross-functionally with E-commerce, Supply Chain, Finance, Fraud, and Technology teams to identify systemic issues, drive operational improvements, and provide executive visibility into order performance and CX system stability.

Key Responsibilities

• Lead the global Order Support function across all DTC markets

• Drive operational excellence in order exception management, refunds, returns, and payment disputes

• Oversee payment governance and fraud exception handling across key providers

• Manage carrier escalations, backorders, order corrections, and logistics exceptions

• Establish a global operating model balancing regional flexibility with consistent standards

• Build and govern a global backlog of order-related defects, ensuring root cause analysis and resolution

• Partner cross-functionally to reduce recurring order friction and customer contacts

• Provide governance and oversight of CX technology systems including CRM, OMS, and contact centre platforms

• Ensure strong access governance, audit compliance, and operational controls

• Deliver clear executive reporting on order health, defects, and system stability

Experience You’ll Ideally Bring

• 10+ years’ experience in Consumer Experience, Operations, E-commerce, or Post-Purchase Operations

• 5+ years leading global or multi-region teams

• Strong expertise in order management, payment flows, or fulfillment operations

• Experience managing exception-based processes and operational risk

• Comfortable working in technology-enabled operational environments

• Strong stakeholder and executive communication skills

• Proven ability to lead in complex, matrixed organizations

• Experience in DTC or omnichannel retail environments (preferred)

• Familiarity with OMS, CRM, and contact centre platforms (preferred)

• Exposure to fraud prevention, payment governance, or high-growth environments (preferred)