Global Escalation Strategy & Compliance Manager
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (47.0%).
Occupation Type
Quality assurance and regulatory professionals
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£48,200
(£24.72 per hour)
Occupation rate applies
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Description
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 4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.
Location: London or Leeds Hybrid (3 days from the office)
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
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 4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.
Location: London or Leeds Hybrid (3 days from the office)
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
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.
- 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.
- 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.
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 Candidate Privacy Notice
Learn More About Us
Life At SharkNinja
Outrageously Extraordinary
SharkNinja Candidate Privacy Notice
- For candidates based in all regions, please refer to this Candidate Privacy Notice.
- For candidates based in China, please refer to this Candidate Privacy Notice.
- For candidates based in Vietnam, please refer to this Candidate Privacy Notice.