Global Customer Experience & Vendor Operations Manager

Dyson
New York
Workplace: OnsiteFull timeUSD 104,800 - 131,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Collaboration","Problem-solving","Performance optimization","Communication","Influencing","Attention to detail"]

Oversee day-to-day performance of outsourced customer service sites to ensure consistently excellent customer support worldwide. Monitor KPIs and SLAs, track real-time metrics, and drive continuous operational improvement. Partner with vendor leadership and frontline teams to implement new processes, tools, and training, and maintain Dyson customer experience standards. Share operational insights with Dyson Process, Training, and QA teams and escalate localized issues to ensure timely resolution.

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Dyson
Dyson
2 months ago

Global Customer Experience & Vendor Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 36 days agoStatus: Live

Job Summary

Oversee day-to-day performance of outsourced customer service sites to ensure consistently excellent customer support worldwide. Monitor KPIs and SLAs, track real-time metrics, and drive continuous operational improvement. Partner with vendor leadership and frontline teams to implement new processes, tools, and training, and maintain Dyson customer experience standards. Share operational insights with Dyson Process, Training, and QA teams and escalate localized issues to ensure timely resolution.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Manage daily performance across assigned BPO site(s) to deliver 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.
  • •Champion low-effort, high-impact customer interactions and escalate systemic or localized issues for improvement and resolution.

Pay and Benefits

Salary: USD 104,800 - 131,000 annually
Perks:401kLife InsuranceHealth InsuranceHsaFsaPaid LeaveCommuter BenefitsChildcareWellness StipendEmployee AssistanceVisionDentalDisabilityProduct DiscountsHoliday

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 approach with proactive problem-solving and performance optimization.
  • •Excellent communication skills and ability to influence at multiple levels.
Experience:Customer serviceContact centerOutsourcing
Skills:CollaborationProblem-solvingPerformance optimizationCommunicationInfluencingAttention to detail

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