About the role

nLead end-to-end field operations for SharkNinja product demonstrations, installations, and after-sales support, ensuring seamless execution and best-in-class customer experience. Drive field team performance, service quality, turnaround times, and process adherence to deliver a consistent and premium brand experience for customers.

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nKey Responsibilities

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- Own the end-to-end field demo and installation journey for products, from customer request and scheduling to execution and closure.
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- Lead and manage field resources responsible for product demonstrations and installations across assigned locations.
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- Plan and allocate field resources to ensure timely execution of demos and installations.
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- Deliver and oversee high-quality product demonstrations, helping customers understand product features, functionality, usage, and key benefits.
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- Own coordination for after-sales service, ensuring customer concerns and service requests are tracked and taken to closure.
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- Coordinate closely with Customer Support, Sales, Operations, service partners, and other stakeholders to ensure a seamless customer journey.
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- Monitor field performance across demo volumes, installation TAT, productivity, first-time-right, open cases, and customer feedback.
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- Ensure timely follow-ups on pending installations, service requests, replacements, and customer concerns.
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- Identify recurring customer and field issues and work with relevant teams to improve service processes and customer experience.
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- Build and implement SOPs, checklists, workflows, and quality standards for demos, installations, and after-sales support.
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- Manage and coordinate technicians, service partners, and third-party field resources, wherever applicable.
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- Maintain accurate records of demos, installations, service requests, closures, and customer feedback.
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- Provide regular field insights and customer feedback to the leadership team to identify opportunities for improving product experience and service delivery.
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nWhat We're Looking For

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- 3–6 years of experience in field operations, installation, after-sales, customer experience, technical service, or similar customer-facing operations.
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- Experience managing field teams, technicians, service partners, or distributed resources.
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- Solid understanding of field operations, scheduling, resource allocation, and service management.
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- Strong customer-handling and communication skills.
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- Ability to manage multiple field activities and priorities simultaneously.
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- Strong ownership, problem-solving ability, and execution skills.
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- Good working knowledge of Excel and operational tracking systems.
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- Experience in consumer electronics, home appliances, smart home products, or premium consumer brands will be an advantage.
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