Senior Manager, CX Analytics
Ninjakitchen
- New York, New York, United States
- New York, New York, United States
Über
Powered by two trusted, global brands, Shark and Ninja , the company has a proventrack record of bringing disruptive innovation to market and developing one consumer product after another has allowedSharkNinjato 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.
The Opportunity SharkNinja 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.
What You’ll Own
CX Analytics Strategy & Metric Standardization
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.
CX Data Engineering (SQL, Snowflake, dbt)
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.
Enabling Self-Service Analytics (Critical to Success)
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.
AI-Enabled Insight Acceleration
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.
Clear Division of Responsibilities 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 domain expertise and business requirements definition
Writing CX-specific SQL and dbt models within the enterprise framework
Curating, interpreting, and communicating CX datasets
Translating stakeholder questions into structured data requirements
Design CX data products that power dashboards and self-service analytics across the CX organization
Validating outputs reflect true CX operational reality
Global Enterprise Data Team:
Platform architecture, governance, and compliance standards
Snowflake environment management and engineering best practices
dbt framework standards, patterns, and code review
Data ingestion pipelines and source system integrations
Enterprise tooling (Cortex/COCO, AI-enabled development frameworks)
Cross-functional data standards ensuring CX data aligns with Finance, Marketing, Operations
This role operates in close partnership with Enterprise Data—contributing domain logic within established engineering guardrails.
What We’re Looking For Required
8–12+ years in Analytics, with strong CX/Contact Center focus
Deep experience in Contact Center operations, Quality, and Voice of Consumer
Advanced SQL expertise
Strong Snowflake experience
Hands-on dbt model development
Experience operating within a centralised enterprise data platform where domain teams contribute models within shared governance frameworks.
Experience building governed data marts or semantic layers
Experience enabling structured business self-service analytics
Exposure to AI/ML techniques in analytics workflows
Not a Fit If
Your experience centers primarily on dashboard configuration
You have not built transformation logic or data models
You lack experience in Snowflake or dbt
You have limited exposure to CX operational metrics
What Success Looks Like
Globally standardized, trusted CX metrics
Performant Snowflake datasets aligned to enterprise standards
dbt pipelines documented and tested
AI embedded into CX insight workflows
Increased business-led data exploration
Reduced manual reporting and faster operational decision-making
Who You Are
A CX-native analytics leader who understands contact center operations, VOC, and quality measurement
This is a hands-on technical leadership role. You will actively design and build SQL/dbt models while setting standards for CX analytics engineering
Curious, structured, and detail-oriented—able to challenge assumptions and clarify requirements.
Energized by building scalable systems and enabling others through self-service analytics
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, flexible spending accounts, health savings accounts (HSA) with company contribution, 401(k) 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, parental leave, identity theft protection, pet insurance, pre-paid legal insurance, back-up child and eldercare days, product discounts, referral bonus program, and more.
Pay Range $130,000—$160,000 USD
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.
To get 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
For candidates based in all regions, please refer to this Candidate Privacy Notice.
For candidates based in China, please refer to this Candidate Privacy Notice.
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 ataccommodations@sharkninja.com
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Sprachkenntnisse
- English
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