Global AI-Enhanced Quality Manager // Responsable mondial(e) de la Qualite augmentee par lIA

About Us

SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact peoples 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 companys products are sold at key retailers, online and offline, and through distributors around the world.

ABOUT THE ROLE

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

HERES WHAT YOULL 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

HERES WHAT YOULL BRING

• Bachelors 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.

• Fluency in English and French required.

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 actionembodying Hear It, Feel It, Fix It .

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A PROPOS DU POSTE

En tant que Responsable mondial(e) Qualite augmentee par lIA, vous definirez lavenir de la qualite chez SharkNinja. Vous piloterez les standards QA mondiaux sur les canaux humains et assistes par lIA, en garantissant des experiences consommateurs empathiques, coherentes et performantes a lechelle mondiale. Vous moderniserez notre approche de la qualite en passant dun echantillonnage traditionnel a une evaluation intelligente alimentee par lIA tout en veillant a ce que nos programmes renforcent la confiance et incarnent notre philosophie Hear It, Feel It, Fix It. Vous collaborerez avec lequipe Technologie pour influencer levolution des outils et avec les responsables regionaux afin dassurer un alignement global respectant les specificites locales.

CE QUE VOUS FEREZ

• Piloter la strategie QA mondiale, la conception des scorecards, les modeles de calibration et les standards qualite dans toutes les regions et sur tous les canaux.
  

• Moderniser les pratiques QA en integrant des evaluations assistees par lIA, des indicateurs comportementaux et une visibilite de la performance quasi en temps reel.
  

• Collaborer avec lequipe Technologie pour definir les besoins fonctionnels, les exigences en donnees dentrainement et les ameliorations des workflows des outils QA bases sur lIA.
  

• Deployer des pratiques de calibration mondiales afin de garantir equite, alignement et coherence dans levaluation des agents.
  

• Identifier les ecarts de competences des agents et collaborer avec lequipe Global L&D sur les actions de formation et de coaching.
  

• Fournir des orientations aux equipes Operations, aux responsables QA regionaux et aux partenaires BPO afin de maintenir des standards eleves et une amelioration continue.
  

• Traduire les enseignements QA en actions concretes visant a renforcer lempathie, la confiance et lexperience consommateur.
  

• Veiller a ce que SharkNinja offre a tous les consommateurs une experience extraordinaire 5 etoiles, quel que soit leur canal de contact prefere.
  

• Promouvoir une culture de curiosite, dexigence qualite et de resolution rapide des problemes, en coherence avec Hear It, Feel It, Fix It.
  

• Se deplacer dans nos centres internationaux dengagement si necessaire.

CE QUE VOUS APPORTEREZ

• Diplome de niveau Licence en Commerce, Communication, Operations ou discipline similaire ; experience equivalente acceptee.
  

• Plus de 6 ans dexperience en leadership QA, operations de centre de contact ou gestion de la performance en experience consommateur.
  

• Excellente maitrise des frameworks QA, des pratiques de calibration et des leviers de performance.
  

• Experience dans lutilisation ou linfluence doutils QA assistes par lIA ; la connaissance de ZOOM est un atout.
  

• Capacite a piloter une standardisation mondiale tout en respectant les differences culturelles et linguistiques.
  

• Solide esprit analytique et capacite a transformer les tendances qualite en actions concretes et pertinentes.
  

• Excellentes competences en communication avec la capacite dinfluencer des leaders et partenaires multi-regionaux.
  

• Curiosite, adaptabilite et passion pour lelevation des standards qualite dans des environnements modernes et enrichis par lIA.
  

• Maitrise de langlais et du francais requise.

A QUOI RESSEMBLE LE SUCCES

• Les standards QA mondiaux evoluent vers des frameworks modernes, soutenus par lIA, ameliorant la precision et la rapidite.
  

• Tous les marches demontrent une amelioration de la qualite, de la coherence et des comportements generateurs de confiance.
  

• La calibration est solide, equitable et alignee entre les regions.
  

• Des indicateurs qualite clairs et predictifs permettent de prevenir les problematiques avant quelles nimpactent les consommateurs.
  

• La fonction QA devient un moteur de confiance pour la marque grace a lempathie, la clarte et laction incarnant pleinement Hear It, Feel It, Fix It.

Salary and Other Compensation: The annual salary range for this position is displayed below. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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 dont just raise the barwe 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, youll 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 whats possible. When you join, youre not just part of a companyyoure part of an outrageously extraordinary community. To gether, we wont just launch products well 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 SharkNinjas 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

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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 ...