Job Description
About the roleThe Global Customer Experience & Vendor Operations Manager is responsible for overseeing the day-to-day performance of one or more outsourced customer service sites, depending on the market and location. This role plays a critical part in ensuring that Dyson customers receive consistently excellent service with minimal effort, regardless of geography.
Working closely with the respective vendor teams on-site, the Delivery Manager ensures that operational execution is aligned with Dyson's customer experience standards, and that performance is continuously monitored, optimized, and improved.
Key Responsibilities Operational Oversight - Manage daily performance across assigned BPO site(s), ensuring delivery against KPIs and SLAs.
- Monitor real-time metrics and trends to proactively address issues and optimize service levels.
- Ensure operational consistency and adherence to Dyson's customer experience expectations.
Vendor Collaboration - Work closely with vendor site leadership and frontline teams to drive accountability and shared success.
- Support the implementation of new processes, tools, and training to improve agent performance and customer outcomes.
- Facilitate regular site reviews and feedback loops to maintain high standards.
Customer Experience Focus - Champion low-effort, high-impact customer interactions across all channels.
- Identify and escalate systemic issues or opportunities for improvement.
- Ensure that Dyson's tone of voice and brand values are reflected in every customer interaction.
Insight & Escalation - Share operational insights and learnings with Dyson's Process, Training, and QA teams to inform future improvements in service design and training content.
- Flag localized issues impacting customer experience to relevant market teams, ensuring timely escalation and resolution.
About you- Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions.
- Strong understanding of contact center metrics and operational levers (e.g., CSAT, AHT, FCR).
- Proven ability to work collaboratively with external partners and internal stakeholders.
- Detail-oriented with a proactive approach to problem-solving and performance optimisation.
- Excellent communication skills and ability to influence at multiple levels.
- Comfortable working in a fast-paced, dynamic environment with a strong focus on customer outcomes.
Compensation: $104,800 - $131,000 annually + bonus opportunity
BenefitsAt Dyson, how we reward you is linked to our high-performance culture. But it's about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you're in and the moments that matter.
Financial benefits:
- 401K with up to a 4% match
- Company paid Life Insurance and AD&D
- Flexible Savings Account (FSA) and Health Savings Account (HSA)
Lifestyle benefits:
- Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
- Pre-tax Commuter Benefits (applicable areas only)
- Generous Child Care Leave Program
- Wellness Program
- Employee Assistance Program
- Generous Dyson Product Discounts
Health Benefits
- Multi-Level Healthcare Coverage Options
- Vision & Dental Coverage
- Company paid Short-Term and Long-Term Disability
