Senior Manager, CX Analytics

About Us

Shark Ninjais 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

Ninjato enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than4,100 associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.

Shark Ninja is seeking a Senior Manager, CX Analytics to lead our CX Data capability and build scalable, AI-enabled analytics that power operational excellence across our global Consumer Experience organization.

This role sits at the intersection of Contact Center Operations, Voice of Consumer, Quality, and Enterprise Data Engineering. You will combine deep CX domain expertise with strong analytics engineering capability to engineer trusted CX datasets, standardize global CX metrics, enable structured business self-service, and embed AI to accelerate insight generation—in close partnership with our Global Enterprise Data team.

This is not a pure dashboard development role. It is a CX-native analytics leadership role focused on building durable, scalable data products that improve speed, clarity, and operational decision-making.

You will define and standardize how CX performance is measured globally across:

• Contact center performance (e.g., AHT, occupancy, forecasting inputs)
• Quality assurance frameworks and compliance measurement
• Voice of the Consumer analytics
• Contact drivers, defect trends, and root cause analysis
• Operational backlog and order-related contact dynamics
• Cost-to-serve analysis

You must deeply understand how CX metrics are calculated and how operational levers influence outcomes.

You will design and implement CX domain models and transformations within the enterprise Snowflake and dbt frameworks.

Responsibilities include:

• Writing advanced SQL (complex joins, window functions, performance optimization)
• Building and maintaining dbt models aligned to enterprise frameworks
• Standardizing metric definitions, documentation, and lineage
• Refactoring legacy reporting logic into scalable, governed data assets
• Ensuring testing, performance reliability, and production-quality code standards

You will operate within enterprise governance standards while owning CX-specific transformation logic.

A key success metric is reducing analyst dependency and enabling structured business self-service. You will:

• Design curated CX data marts optimized for operational leaders
• Build governed semantic layers to prevent metric misinterpretation
• Enable leaders to independently answer first-order questions
• Reduce ad hoc reporting demand through reusable datasets and clear definitions
• Create intuitive analytical pathways rather than complex drill-through journeys

The goal is faster decisions without compromising data integrity.

This role is expected to embed AI into the CX analytics lifecycle to increase speed and depth of insight. You will:

• Use AI-assisted SQL and model development to accelerate delivery
• Apply anomaly detection techniques to CX KPIs and operational metrics
• Automate contact driver clustering and transcript theme extraction
• Leverage NLP for Voice of Consumer categorization and insight discovery
• Deploy LLM-powered summarization to streamline executive reporting, i.e. Snowflake Intelligence
• Evaluate Snowflake-native AI capabilities (e.g., Cortex/COCO) for CX use cases

AI must drive measurable gains in time-to-insight, foresight, and analyst productivity.

To ensure strong partnership and avoid duplication, responsibilities are clearly defined between the CX Data Team and the Global Enterprise Data Team:

• CX Data Team (this role):
  • CX…