Global Escalation Strategy - Montreal - Ninjakitchen

Description

About Us

SharkNinjais 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.

About the Role

The Global Escalation Strategy & Compliance Manager is a pivotal new role responsible for protecting the consumer experience, elevating decision quality, and reducing unnecessary escalations across SharkNinja's global support network. You'll build and execute the strategy that keeps both task-based escalations and executive-level escalations low—and ensures every case is resolved with speed, empathy, accuracy, and trust. You will ensure BPO teams consistently follow our processes around warranty, goodwill, documentation, and case handling, while shaping the operational conditions that prevent escalations from happening in the first place. Through strong partnerships, smart frameworks, and our Hear It, Feel It, Fix It mindset you'll help us understand what consumers are telling us, feel the impact of those moments, and act decisively to eliminate friction at its source.

Here's What You'll Do

• Own the global strategy for minimizing both task-based and executive-level escalations, with a long-term vision of approaching near-zero executive escalation volume.
• Build frameworks that ensure BPO agents consistently adhere to SharkNinja standards around warranty evaluation, goodwill gestures, documentation accuracy, and case resolution.
• Monitor compliance and identify patterns of deviation, escalating risks early and driving corrective action with BPO partners.
• Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes through improved processes, training, coaching, or policy clarity.
• Transform the escalations process into a predictable, well-governed workflow with clear SLAs and accountability. This includes working with IT and our Tech team to ensure our systems are optimized and refined to allow for seamless escalation paths and full reporting visibility of escalation activity.
• Lead deep-dive reviews on all executive escalations, identifying systemic issues and designing strategies to prevent recurrence.
• Develop performance reporting, dashboards, and executive narratives that highlight trends, risks, and successes in escalation reduction and compliance quality.
• Partner cross-functionally to strengthen consumer trust by ensuring resolutions align to SharkNinja's empathy-first approach.
• Drive internal alignment to our Hear It, Feel It, Fix It success pillars—ensuring we listen deeply, understand emotionally, and act decisively.
• Speak with consumers as needed to resolve complaints and to restore faith in our brand.
• Periodically visit our BPO partners to understand root cause of escalation drivers with boots on the ground.

Here's What You'll Bring

• 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.
• Experience managing or influencing BPO performance across markets or channels.
• 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.
• Skilled in analyzing root causes, identifying systemic issues, and driving preventive action.
• Superb communication skills—calm, clear, and confident in high-visibility or executive-sensitive scenarios. This includes regular reports to our ELT highlighting trends and related actions.
• A passion for empathy-driven service and process integrity that builds trust with consumers.
• A proactive, ownership-driven mentality with urgency, curiosity, and a focus on delivering measurable outcomes.
• An understanding of both global consumer and agent escalation behaviors and how to care for each through both regional and universal policy.
• Fluency in English and French required.

What Success Looks Like

• Executive escalations decrease dramatically and approach near zero thanks to strategic prevention, training, and clarity.
• Task-based escalations decline significantly due to improved compliance, capability, and decision confidence across BPO teams.
• Escalation handling becomes predictable, swift, and fully aligned to SLA expectations.
• BPO teams consistently meet SharkNinja standards for warranty, goodwill, documentation, and case-handling quality.
• Trend reporting provides clear visibility and drives organizational action before issues escalates.
• Consumers feel heard, understood, and supported—reflecting our Hear It, Feel It, Fix It philosophy in every resolution.
• The role becomes a key guardian of trust, ensuring brand-protective outcomes across global markets.

Salary and Other Compensation

The annual salary range for this position is $98,500 - $147,800 CAD. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits

• 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.

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.

Our Commitment to Diversity, Equity, and Inclusion

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

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