VP - Sustaining Process Quality

Position Overview: 

This is a senior leadership role at the intersection of consumer satisfaction, product quality, and in-market performance. You will own the full loop from how SharkNinja SKUs are rated and reviewed in market through to the upstream actions that improve — or remove — them. 

Product Excellence’s mandate is simple: every product SharkNinja ships should earn and sustain 5 stars. Today, that standard is not universally met, and the path to achieving it requires a single, accountable leader who will champion the consumer, challenge the organization, and hold the line on quality with no compromise. 

This role requires both a challenger and a connector. You will stand for the consumer voice in every cross-functional conversation, push Product Development, Marketing and Engineering to act on what in-market data is telling them, and ensure the commercial and operational levers — Supply Chain, Quality, Suppliers — are pulled in the right sequence when SKUs expand geographically or are wound down. 

You report into the EVP of Product Excellence. This is a Product Excellence priority role with direct visibility at the most senior levels of the organization. 

Key Responsibilities: 

In-Market SKU Excellence: 

- Champion 5-star performance as the non-negotiable standard for all in-market SKUs.

- Proactively challenge any SKU rated below 5 stars — partnering with Product Development and Engineering to identify and close gaps.

- Drive a culture where consumer ratings are not a lagging indicator but an active management tool, reviewed and acted on in real time. 

 

SKU Lifecycle Management & End-of-Life: 

- Lead the ramp-down and EOL process for underperforming SKUs, with rigor and pace.

- Challenge Product Development to maintain a forward roadmap for every SKU in decline — either a credible improvement plan or a replacement. 

- Recommend and drive the removal of any SKU rated below 4.5 stars with no viable path to recovery. 

 

Voice of Consumer — Insight to Action:

- Translate in-market ratings, consumer reviews, and CX data into structured, actionable feedback for Engineering, Marketing and Product Development. 

- Ensure consumer signal — good and bad — flows directly into product roadmaps, design reviews, and engineering priorities. 

- Partner with CX teams to close the loop between what consumers report and what the business fixes. 

 

Geo-Expansion & SKU Extension: 

- Provide cross-functional leadership for geo-expansion and SKU extension decisions, ensuring quality is not traded for speed. 

- Partner with Supply Chain & Retail to validate operational and logistics readiness before market entry. 

- Engage suppliers early to confirm capability and quality alignment ahead of expansion commitments. 

- Coordinate with Quality teams to ensure standards are met and documented before any new market launch. 

 

Chargebacks: 

- Own chargeback management end-to-end — root cause identification, cross-functional resolution, and recurrence prevention. 

- Establish clear reporting cadences and escalation paths to minimize financial exposure and drive systemic fixes. 

 

Quality KPI Review: 

- Lead daily Quality KPI reviews, maintaining a real-time view of in-market product performance across the portfolio. 

- Define the quality metrics framework — ensuring the right data is visible to the right stakeholders, consistently and without delay. 

- Drive accountability when thresholds are not met; escalate with pace and precision. 

 

Warranty & Returns: 

- Oversee warranty and returns performance across the portfolio, identifying patterns and driving systemic resolution through Engineering and Operations. 

- Set and pursue reduction targets for warranty claims and returns in partnership with Product Development and Supply Chain. 

- Ensure consumer-facing resolution is seamless, fast, and reflective of the SharkNinja standard. 

 

Why This Role Matters: 

SharkNinja does not ship average products. The standard is 5 stars — and maintaining that standard in market, at scale, across a global portfolio, requires a senior leader who will own it full time, and lead a team that consistently delivers on these outcomes. 

Right now, the accountability for in-market quality is distributed. Ratings data sits in one team. Return data in another. CX insights somewhere else. Engineering and Product Development receive feedback inconsistently, and the loop from consumer signal to product action is too slow. 

 

This role closes that loop. You will be the person who is held accountable for what consumers experience after the product leaves the factory — and for ensuring that experience improves, continuously, across every SKU SharkNinja sells. 

 

You will have direct visibility and accountability, the mandate to challenge anyone in the organization on behalf of the consumer, and the authority to drive real change across Product Development, Marketing, Engineering, Supply Chain, and Quality. This is not a monitoring role. It is a transformation role. 

 

Who You Are: 

• Required: 

• 10+ years of professional experience in product quality, consumer insights, product management, or operational excellence — ideally in a global consumer electronics or home appliance business. 

• Proven ability to hold a senior cross-functional standard: comfortable challenging Product Development, Engineering, and Supply Chain leadership when the consumer case demands it. 

• Strong analytical mindset — you own KPIs, understand data, and translate complexity into clear, prioritized actions. 

• Deep understanding of the consumer journey: from first purchase and first use through to returns, reviews, and warranty. 

• Decisive and action-oriented — you make calls with imperfect information, move with urgency, and course-correct without hesitation. 

• Strongly Preferred: 

• Experience in consumer products or consumer electronics where quality metrics and in-market ratings are core business drivers. 

• Background working across Supply Chain, Quality, and Engineering in a product-led organization. 

• Familiarity with return rate analytics, warranty cost modelling, and the commercial impact of quality failures. 

• Experience managing or contributing to geo-expansion programs at a multinational consumer brand. 

• Skills & Competencies: 

• Strong leadership and organizational skills with the ability to drive cross-functional collaboration. 

• Deep understanding of global manufacturing operations, and quality management systems.  

• Strong financial acumen with the ability to manage budgets, P&L, and cost control initiatives. 

• Excellent problem-solving, analytical, and strategic thinking skills. 

• High level of communication skills with the ability to interact effectively with executive leadership, employees, and external partners. 

 

Personal Attributes: 

• Results-driven with a focus on achieving excellence in manufacturing and product quality. 

• Innovative thinker with a passion for problem solving. 

• Strong decision-making ability, especially in high-pressure situations. 

• Highly adaptable, with the ability to navigate dynamic market conditions and evolving business needs. 

• Excellent communicator, able to convey complex issues and solutions to a broad range of stakeholders.