Global Customer Experience & Vendor Operations Manager

About the role The Delivery Manager – Teleperformance is responsible for overseeing the day‑to‑day performance of one or more outsourced customer service sites, depending on the market and location. The role ensures Dyson customers receive consistently excellent service with minimal effort, regardless of geography, by aligning operational execution with Dyson’s customer experience standards and continuously monitoring, optimizing, and improving performance. Key Responsibilities Operational Oversight – Manage daily performance across assigned BPO sites, ensuring delivery against KPIs and SLAs; monitor real‑time metrics and trends to proactively address issues and optimize service levels. Vendor Collaboration – Work closely with vendor site leadership and frontline teams to drive accountability, support the implementation of new processes, tools, and training, and facilitate regular site reviews and feedback loops. Customer Experience Focus – Champion low‑effort, high‑impact interactions across all channels, identify and elevate systemic issues or improvement opportunities, and ensure Dyson’s tone of voice and brand values are reflected in every interaction. Insight & Escalation – Share operational insights with Dyson’s Process, Training, and QA teams; flag localized issues impacting customer experience to relevant market teams for 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 collaborate 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. Salary Range $100,000 – $110,000 Benefits 401K with up to a 4% match Company‑paid Life Insurance and AD&D Flexible Savings Account (FSA) and Health Savings Account (HSA) Paid Time Off: Separate Holiday, Sick, and Vacation Time Pre‑tax Commuter Benefits (applicable areas only) Child Care Leave Program Wellness Program Employee Assistance Program Dyson Product Discounts Health Benefits: Multi‑Level Coverage Options, Vision & Dental Coverage, Short‑Term and Long‑Term Disability Equal Opportunity Employer Dyson is an equal opportunity employer. Employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or any other dimension of diversity. #J-18808-Ljbffr Dyson Institute