Global Customer Experience & Vendor Operations Manager

About the Company

Dyson creates inventive products that challenge convention and are designed to solve problems in better ways. Its customer organization is focused on delivering exceptional support experiences to owners around the world through proactive, fast, and considerate service. The goal is to build trust, strengthen loyalty, encourage advocacy, and create lasting relationships through every interaction. The work is guided by four principles: making experiences effortless, keeping service consistent across markets, tailoring support where needed, and constantly improving performance.

Role Overview

The Global Customer Experience & Vendor Operations Manager will own the day-to-day performance of one or more outsourced customer service sites, depending on the market and location. The role is essential to making sure Dyson customers receive smooth, high-quality service with as little friction as possible, wherever they are located.

In partnership with vendor teams on the ground, the manager will ensure operations follow Dyson’s customer experience standards and that performance is tracked, refined, and improved on an ongoing basis.

Operational Oversight

• Run the daily performance of assigned BPO site(s) and ensure targets for KPIs and SLAs are met.
• Track live metrics and patterns to spot risks early and take action to protect service quality.
• Maintain consistent operations that align with Dyson’s customer experience expectations.

Vendor Collaboration

• Partner closely with vendor site leaders and frontline teams to build ownership and deliver shared results.
• Help roll out new processes, tools, and training that strengthen agent performance and improve customer outcomes.
• Lead regular site reviews and feedback exchanges to support high standards.

Customer Experience Focus

• Promote simple, high-value customer interactions across all service channels.
• Identify broader issues or improvement opportunities and escalate them when needed.
• Ensure Dyson’s brand voice and values are reflected in every customer touchpoint.

Insight and Escalation

• Pass operational insights and lessons learned to Process, Training, and QA teams so they can improve service design and training materials.
• Raise local issues affecting customer experience with the appropriate market teams to ensure they are addressed quickly.

About You

You should have experience overseeing or supporting outsourced customer service operations, ideally across more than one site or region. A strong grasp of contact center metrics and performance drivers such as CSAT, AHT, and FCR is important. You’ll also need the ability to work well with external vendors and internal stakeholders, stay detail-focused, and approach problems proactively. Strong communication skills and the ability to influence people at different levels are essential. This position suits someone who works well in a fast-moving environment and keeps customer results at the center of everything.

Compensation

The annual salary range for this role is $104,800 to $131,000, plus eligibility for a bonus.

Benefits

Dyson offers a rewards package that goes beyond pay and bonus, combining financial, lifestyle, and health benefits.

Financial Benefits

• 401(k) plan with employer matching up to 4%.
• Employer-covered life insurance and accidental death and dismemberment coverage.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

Lifestyle Benefits

• Competitive paid time off, including separate holiday, sick, and vacation leave.
• Pre-tax commuter benefits in eligible locations.
• Generous parental and child care leave program.
• Wellness program support.
• Employee Assistance Program access.
• Employee discounts on Dyson products.

Health Benefits

• Multiple healthcare coverage options.
• Vision and dental insurance.
• Employer-paid short-term and long-term disability coverage.

Equal Opportunity

Dyson is an equal opportunity employer and welcomes candidates from all backgrounds. Hiring decisions are made 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 protected characteristic.