Delivery Manager - Teleperformance Americas

Dyson
Chicago
Workplace: OnsiteFull timeUSD 91,200 - 114,000 annuallyFunction: Program & Project Management (PMO)Skills: ["Communication","Influencing","Problem-solving","Performance optimization","Collaboration"]

Oversee the day-to-day performance of one or more outsourced customer service sites, ensuring delivery against KPIs and SLAs. Monitor real-time contact center metrics, drive continuous improvement, and maintain operational consistency with Dyson customer experience standards. Collaborate with vendor teams to implement processes, tools, and training, lead site reviews, and champion low-effort, high-impact customer interactions across channels.

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Dyson
Dyson
7 hours ago

Delivery Manager - Teleperformance Americas

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Last checked: 7 hours agoStatus: Live

Job Summary

Oversee the day-to-day performance of one or more outsourced customer service sites, ensuring delivery against KPIs and SLAs. Monitor real-time contact center metrics, drive continuous improvement, and maintain operational consistency with Dyson customer experience standards. Collaborate with vendor teams to implement processes, tools, and training, lead site reviews, and champion low-effort, high-impact customer interactions across channels.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Manage daily performance across assigned outsourced 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 customer experience expectations.
  • •Collaborate with vendor site leadership and frontline teams to drive accountability and shared success.
  • •Share operational insights with Dyson Process, Training, and QA teams and escalate localized customer experience issues to market teams.

Pay and Benefits

Salary: USD 91,200 - 114,000 annually
Perks:401kLife InsuranceAd&dFsaHsaPaid LeaveCommuter BenefitsChild CareWellness StipendEmployee AssistanceHealth InsuranceVisionDentalLong-term DisabilityProduct Discounts

Key Requirements

  • •Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions.
  • •Strong understanding of contact center metrics and operational levers such as CSAT, AHT, and FCR.
  • •Proven ability to collaborate with external partners and internal stakeholders.
  • •Detail-oriented with a proactive approach to problem-solving and performance optimization.
  • •Excellent communication skills and ability to influence at multiple levels.
Skills:CommunicationInfluencingProblem-solvingPerformance optimizationCollaboration

Company Brief

Dyson
Designs and manufactures innovative home appliances including vacuum cleaners, air purifiers, hand dryers, hair care products, and heaters using advanced engineering and proprietary technologies focused on performance and design.
Industry: Home Appliances
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Bootstrapped
Headquarters: Malmesbury, United Kingdom
Founded: 1991
WebsiteLinkedIn