Senior Director, Global Aftersales
About this role
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.
AI at SharkNinja
At SharkNinja, 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.
As we continue to grow, we're hiring a Senior Director (Global Aftersales) to shape the entire aftersales journey, from first customer contact through to repair, replacement, and recommerce. Position based in London (circa 30% travel)
About the Role
A senior leadership role with genuine global scope, accountable for the full aftersales value chain from the moment a consumer needs help through to repair, replacement, and recommerce. You will own the strategy, the P&L, and the partnerships that make post-purchase experience a competitive advantage for SharkNinja.
You will also be a key partner to product development, ensuring future products are designed with repairability in mind and that SharkNinja stays ahead of fast-evolving regulatory requirements across EMEA, North America, and LATAM.
What You'll Do
- Define and execute the global aftersales strategy, across planning, operations and aftersales partners
- Lead teams delivering end to end reverse logistics and returns execution across international markets, optimising grading, refurbishment, and recommerce to maximise recovery value and sustainability
- Partner Consumer Experience to deliver an industry leading consumer repair and warranty journey, driving digital triage and self-service to improve first-time fix rates
- Manage all third-party repair centre relationships including partner selection, SLAs, quality standards, and performance
- Serve as the organisation's SME on Right to Repair and global warranty legislation, embedding compliance into product and supply chain decisions
- Own the aftersales P&L and track KPIs across NPS, repair turnaround, cost per repair, and warranty claim rates
What You'll Bring
- 10+ years in senior aftersales, post-purchase, or service operations leadership within consumer electronics or home appliances
- Deep knowledge of international Right to Repair legislation and the French Repairability Index including scoring, labelling, and ADEME reporting
- Proven experience managing large-scale reverse logistics and third-party repair networks internationally
- Strong commercial acumen with experience building parts sales channels and managing cost-to-serve
- Experience with digital triage, self-service repair tools, or AI-driven consumer service is a strong plus
- Additional European language capability in French, German, or Spanish would be a real advantage
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
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For candidates based in all regions, please refer to this Candidate Privacy Notice.
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For candidates based in China, please refer to this Candidate Privacy Notice.
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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 accommodations@sharkninja.com
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