North America Repair Leader

About Us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Stores across the country.

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.

About

The Role

The Head of Repair Experience is responsible for the strategic management of Dyson’s North American repair network - including the US, Canada, and Mexico - spanning 30 Dyson Service Centers, third-party providers, and indirect retail partners. You’ll drive customer experience innovation, operational transformation, and frontline engagement in line with Dyson’s commitment to excellence in every market. This role balances day-to-day network management, technical support, and long-term process improvement.

Reporting to the Global Repair Experience Director, you’ll spend time with teams across these three countries, dividing your efforts between field engagement (~30% travel) and office-based leadership. Most impact will be in the US, but Canada and Mexico are essential to your remit and growth strategy.

Main Accountabilities

Grow Customer Love Oversee customer direct and dealer repair processes with attention to both ease and satisfaction.

Partner with Retail to execute Service in Retail programs, achieving 70% of customers served within 30 minutes.

Pivot RTB (Return to Base) traffic to walk-in, maximising direct engagement.

Continually improve turnaround times, targeting