Global AI-Enhanced Quality Manager

6+ years of experience in QA leadership, contact center operations, or consumer experience performance roles.

Experience working with or influencing AI-supported QA tools; ZOOM an asset.

Curiosity, adaptability, and a passion for elevating quality in modern, AI-enabled environments.

As the Global AI-Enhanced Quality Manager, you will define the future of quality at SharkNinja. You’ll lead global QA standards across human and AI-assisted channels, ensuring we deliver empathetic, consistent, and high-performing consumer experiences worldwide. You’ll modernize our approach to quality—shifting from traditional sampling to intelligent, AI-informed assessment—while ensuring our programs build trust and reinforce our

philosophy. You’ll partner with Technology to influence how tools evolve and with regional leaders to ensure global alignment with local nuance.

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.