Global Customer Experience & Vendor Operations Manager

About the role

The Global Customer Experience & Vendor Operations Manager 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.

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 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.

Compensation

$104,800 - $131,000 annually + bonus opportunity

Benefits

• 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.