About Us

SharkNinjais a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positivelyimpactpeople’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proventrack recordof 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 than4,100associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.

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.

Our mission to positivelyimpactpeople's lives every day in every home around the world allows our employees to be thinkers and tinkerers, designers and doers, creators and number crunchers, makers of things they love. As we continue to grow, we are excited to adda TeamLead,Retail Operations to our team.

OVERVIEW:

The Team Lead, Retail Operations leads a team of Customer Service Representatives responsible for the accuracy, timeliness, and service quality of order management forSharkNinja'sretail accounts. This role combines hands-on quality oversight, coaching, and process improvement to reduce costs, prevent chargebacks,



and protect fill rate and on-time delivery performance, while serving as a proving ground for future management roles within the department.

RESPONSIBILITIES:

Here are some of the EXCITING thingsyou’llget to do:

Quality Assurance and Oversight:

- Conduct reviews on CSR order processing tasks to ensure accuracy and completeness.
- Conduct daily revision of order file daily including shipment statuses, routing, and inventory or invoicing discrepancies.
- Monitor email responses to ensure all inquiries are addressed within the designated timeframe.
- Manage carrier compliance by sending required data to retailers on a weekly basis.
- Review WHS pick slip reports for accuracy and action escalation .
- Monitor appointment dates to prevent backlog and ensure timely rescheduling.
- Validate small parcel shipments and carrier information transmission.
- Ensure timely actioning of chargebacks nearing dispute deadlines.
- Update Standard Operating Procedures (SOP) and training documents as needed.

Cross-Functional Collaboration:

- Partner with Sales, Supply Planning, Commercial Planning, DC Operations, and EDI/IT to problem-solve order and shipment issues, elevate blockers, and keep the team on track to meet service and cost targets.




- Serve as the primary point of contact between the team and cross-functional partners on day-to-day order management issues, ensuring timely follow-up and resolution.

Weekly Stand-Up Meetings:

- Prepare for and lead weekly stand-up meetings.
- Document meeting minutes and action items for distribution, with a named owner and a due date on every item.

Training and Development:

- Play active role in on-boarding and training current hires.
- Participate in designing and delivering training refreshers to team every 6 months (Oracle, PowerBI , HighRadius , Excel, approved AI tools).
- Provide training and guidance to team members with daily activities as needed.
- Proactively find and create opportunities to get the best from every individual on the team; support each CSR’s growth plan.
- Assist the team with resolving escalations and complex issues.
- Carry escalations to resolution rather than handing them off; own the outcome with the retailer, the DC, and the carrier until it closes.

Warehouse Projections:

- Collaborate with other Team Leads and managers to generate warehouse projections daily to ensure efficient resource allocation (DC labor, dropped trailers, small parcel carrier capacity , etc.) .

Audit Support:

- Ensure CSRs are meeting audit deadlines and assist in locating missing documents.
- Identify and drive to completion retailer-level initiatives that will reduce costs, improve efficiencies, and increase service levels.
- Quantify the impact of each initiative (cost avoided, chargebacks prevented, fill rate or on-time delivery points gained) and

📌 Chef d'équipe, Gestion des commandes – Opérations de vente au détail (Montreal)
🏢 SharkNinja
📍 Montreal