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 3,300+ associates, the company's products are sold at key retailers, online and offline, and through distributors around the world.
SharkNinja is dedicated to delivering exceptional products and services to our customers. We are committed to understanding and enhancing the customer experience through data-driven insights and innovative solutions.
Role Summary: The Workforce Forecasting Manager in our Customer Experience department will be responsible for analyzing customer data, predicting trends, and providing actionable insights to improve customer satisfaction and loyalty. To accomplish this, you will be responsible for the global contact center volume forecast for all of SharkNinja 3rd party vendors. This role involves working closely with cross-functional teams to ensure that customer experience strategies are aligned with business goals.
Key Responsibilities:
- Deliver forecast to executives and stakeholders
- Analyze customer data contact center data to identify trends, patterns and insights to inform forecast sent to 3rd party BPO's
- Develop and maintain robust and complex forecasting models to predict customer contact volumes driving the highest level of accuracy
- Work with FP&A to ensure that we are hitting all our forecasting targets in relationship to the established budgetary goals
- Collaborate with finance, marketing and sales teams to align CX strategies with business objectives
- Monitor and report on key performance indicators (KPIs) at the BPOs ensuring compliance/adherence to the forecast
- Present findings and recommendations to senior management
- Utilize CX software and analytics tools to gather and analyze data
- Stay updated on industry trends and best practices in contact center forecasting
Required Qualifications:
- Bachelor's degree in business, marketing, statistics, or a related field
- Proven experience in data analysis, forecasting, and customer experience management
- Strong analytical skills with the ability to interpret complex data sets
- Proficiency in CX software and analytics tools (e.g., CRM systems, WFM systems, Contact Cetner strategies)
- Excellent communication and presentation skills
- Ability to work collaboratively with cross-functional teams
- Strong attention to detail and problem-solving skills
Desired Skills:
- Experience in the consumer goods industry
- Knowledge of data privacy regulations and best practices
- Familiarity with machine learning and predictive analytics techniques
- Ability to manage multiple projects and meet deadlines
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's Candidate Privacy Notice can be found here: https://www.sharkninja.com/candidate-privacy-notice/
For candidates based in China, please visit: https://sharkninja.com/candidate-privacy-notice/china/
For candidates based in Vietnam, please visit: https://www.sharkninja.com/candidate-privacy-notice/vietnam/
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
