Global Customer Experience & Vendor Operations Manager

Delivery Manager – Teleperformance Responsible for overseeing the day‑to‑day performance of outsourced customer service sites in one or more markets and locations, ensuring Dyson customers receive consistently excellent service with minimal effort. About the Role Operational Oversight Manage daily performance across assigned BPO site(s) and ensure 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 escalates systemic issues or opportunities for improvement. Ensure that Dyson’s 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. 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 centre 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 in a fast‑paced, dynamic environment focused on customer outcomes. Salary Range $100,000 – $110,000 per annum Benefits 401K with up to a 4% match Company paid life insurance and AD&D Flexible Savings Account (FSA) and Health Savings Account (HSA) Competitive paid time off: holiday, sick and vacation leave Pre‑tax commuter benefits (applicable areas only) Generous child care leave programme Wellness programme and employee assistance programme Generous Dyson product discounts Multi‑level healthcare coverage options, vision & dental coverage Company paid short‑term and long‑term disability Equal Opportunity Employer Dyson is an equal opportunity employer. We welcome applications from all backgrounds and make employment decisions 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