CX Technology Lead – Self Service, AI & Automation - Remote

Overview

The CX Technology Lead – Self Service, AI & Automation is accountable for transforming how SharkNinja delivers service, driving better experiences for consumers, agents, supervisors, leaders, and the business.

In Short

• Transform customer service delivery through self-service and automation.
• Own the Avoid–Deflect–Optimize framework.
• Create self-service journeys with virtual agents and chatbots.
• Deliver AI tools to enhance agent efficiency.
• Automate back-office processes to optimize operations.
• Collaborate with the Global Digital Technology team for improvements.
• Influence senior leaders with data-driven insights.
• 10+ years of experience in service operations or customer experience leadership required.
• Hands-on experience with self-service platforms and conversational AI.
• Strong collaboration and communication skills needed.

Requirements

• 10+ years in service operations, digital transformation, or customer experience leadership.
• Hands-on experience with self-service platforms, conversational AI, RPA, and knowledge management.
• Skilled at connecting strategy with delivery.
• Strong collaboration and communication skills.
• Comfortable in a fast-moving, high-ambiguity environment.

Benefits

• Competitive health insurance and retirement plans.
• Paid time off and employee stock purchase options.
• Wellness programs and product discounts.
• High impact Learning Programs for personal and professional growth.
• Part of an extraordinary community focused on innovation.