Global Customer Experience & Vendor Operations Manager

Job Summary

The Global Customer Experience & Vendor Operations Manager is responsible for overseeing the day‑to‑day performance of one or more outsourced customer service sites, ensuring that Dyson customers receive consistently excellent service with minimal effort, regardless of geography.

• 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 escape 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.

• 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.

$104,800 – $131,000 annually + bonus opportunity.

• 401(k) 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: separate holiday, sick, and vacation time
• Pre‑tax commuter benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program and Employee Assistance Program
• Generous Dyson Product Discounts
• Health benefits with multi‑level coverage options
• Vision & dental coverage
• Company‑paid Short‑Term and Long‑Term Disability

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.