Global Customer Experience & Vendor Operations Manager

Job Description About us At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalization, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional. About the role The 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 Benefits At 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 Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and 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 other any other dimension of diversity. At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.