VP – Sustaining Product Excellence

VP – Sustaining Product Excellence

Shark Ninja 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 Shark Ninja 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.

At Shark Ninja, we're building an AI-native culture. We're not waiting for the future; we're creating it. Our people are expected to experiment boldly, adopt new tools, and continuously raise what's possible to create meaningful impact for our consumers. If you believe the best way to do your job hasn't been invented yet, you'll fit right in.

This is a senior leadership role at the intersection of consumer satisfaction, product quality, and in-market performance. You will own the full loop from how Shark Ninja SKUs are rated and reviewed in market through to the upstream actions that improve — or remove — them.

Product Excellence's mandate is simple: every product Shark Ninja ships should earn and sustain 5 stars. Today, that standard is not universally met, and the path to achieving it requires a single, accountable leader who will champion the consumer, challenge the organization, and hold the line on quality with no compromise.

This role requires both a challenger and a connector. You will stand for the consumer voice in every cross-functional conversation, push Product Development, Marketing and Engineering to act on what in-market data is telling them, and ensure the commercial and operational levers — Supply Chain, Quality, Suppliers — are pulled in the right sequence when SKUs expand geographically or are wound down.

You report into the EVP of Product Excellence. This is a Product Excellence priority role with direct visibility at the most senior levels of the organization.

Key Responsibilities:

• Champion 5-star performance as the non-negotiable standard for all in-market SKUs.
• Proactively challenge any SKU rated below 5 stars — partnering with Product Development and Engineering to identify and close gaps.
• Drive a culture where consumer ratings are not a lagging indicator but an active management tool, reviewed and acted on in real time.
• Lead the ramp-down and EOL process for underperforming SKUs, with rigor and pace.
• Challenge Product Development to maintain a forward roadmap for every SKU in decline — either a credible improvement plan or a replacement.
• Recommend and drive the removal of any SKU rated below 4.5 stars with no viable path to recovery.
• Translate in-market ratings, consumer reviews, and CX data into structured, actionable feedback for Engineering, Marketing and Product Development.
• Ensure consumer signal — good and bad — flows directly into product roadmaps, design reviews, and engineering priorities.
• Partner with CX teams to close the loop between what consumers report and what the business fixes.
• Provide cross-functional leadership for geo-expansion and SKU extension decisions, ensuring quality is not traded for speed.
• Own chargeback management end-to-end — root cause identification, cross-functional resolution, and recurrence prevention.
• Lead daily Quality KPI reviews, maintaining a real-time view of in-market product performance across the portfolio.
• Oversee warranty and returns performance across the portfolio, identifying patterns and driving systemic resolution through Engineering and Operations.

Why This Role Matters:

Shark Ninja does not ship average products. The standard is 5 stars — and maintaining that standard in market, at scale, across a global portfolio, requires a senior leader who will own it full time, and lead a team that consistently delivers on these outcomes.

Right now, the accountability for in-market quality is distributed. Ratings data sits in one team. Return…