Global AI Enhanced Quality Manager

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
As the Global AI-Enhanced Quality Manager, you will define the future of quality at SharkNinja. You'll lead global QA standards across human and AI-assisted channels, ensuring we deliver empathetic, consistent, and high-performing consumer experiences worldwide. You'll modernize our approach to quality-shifting from traditional sampling to intelligent, AI-informed assessment-while ensuring our programs build trust and reinforce our Hear It, Feel It, Fix It philosophy. You'll partner with Technology to influence how tools evolve and with regional leaders to ensure global alignment with local nuance.
HERE'S WHAT YOU'LL DO

• Lead global QA strategy, scorecard design, calibration models, and quality expectations across all regions and channels.

• Modernize QA practices by integrating AI-supported evaluation, behavioral cues, and near-real-time performance visibility.

• Partner with Technology to inform requirements, training data needs, and workflow enhancements for AI QA tools.

• Drive global calibration practices to ensure fairness, alignment, and consistent agent evaluation.

• Identify agent capability gaps and collaborate with Global L&D on training and coaching interventions.

• Provide guidance to Operations, regional QA leaders, and BPO partners to maintain high standards and continuous improvement.

• Translate QA learnings into clear actions that elevate empathy, trust, and the consumer experience.

• Ensure SharkNinja provides all consumers with an extraordinary 5-star experience regardless of their preferred contact channel

• Promote a culture of curiosity, quality, and rapid problem-solving in alignment with Hear It, Feel It, Fix It.

• Travel to our international engagement centres as required

HERE'S WHAT YOU'LL BRING

• Bachelor's degree in Business, Communications, Operations, or similar discipline; equivalent experience welcome.

• 6+ years of experience in QA leadership, contact center operations, or consumer experience performance roles.

• Deep understanding of QA frameworks, calibration practices, and performance drivers.

• Experience working with or influencing AI-supported QA tools; ZOOM an asset.

• Ability to drive global standardization while respecting cultural and linguistic differences.

• Strong analytical mindset and ability to connect quality trends to meaningful actions.

• Excellent communication skills with the ability to influence cross-regional leaders and partners.

• Curiosity, adaptability, and a passion for elevating quality in modern, AI-enabled environments.

WHAT SUCCESS LOOKS LIKE

• Global QA standards evolve into modern, AI-supported frameworks that improve accuracy and speed.

• All markets show improved quality, consistency, and trust-building behaviors.

• Calibration is strong, fair, and aligned across regions.

• Clear, predictive quality signals help prevent issues before they impact consumers.

• The QA function becomes a driver of brand trust through empathy, clarity, and action-embodying Hear It, Feel It, Fix It.

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 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.

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 [email protected]