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.