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Global Customer Experience & Vendor Operations Manager
- Chicago, Illinois, United States
- Chicago, Illinois, United States
Über
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. 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 optimization.
- 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
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, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
Sprachkenntnisse
- English
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