Head of Repair Experience - US, Canada & Mexico

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
  • Launch and deliver Phase 1 & 2 of “Never Without Your Dyson” (NWYD), elevating US service standards.

• Operational Ease in Top US Markets

  • Optimise the RTB experience and communications in priority US markets.
  • Support development and execution of tactical RTB messaging and booking solutions based on customer insights.
  • Deliver measurable improvements in RTB ‘Ease’ scores.
  • Ensure operational input and alignment for any new initiatives or pilots within the repair network.

• Customer Excellence in the US

  • Execute and expand pilots with key Indirect Retail partners (e.g., BestBuy AMS), exceeding coverage and satisfaction targets.
  • Maintain a strong US service culture, ensuring each owner’s needs are met via both direct and partner networks.

• Profitable Growth & Process Optimisation

  • Own the Dyson Service Center (DSC) operating model: drive consistency, implement best practices, and optimize merchandising.
  • Lead annual budget creation, P&L management, and cost control - while developing opportunities for service-led revenue.
  • Constantly review repairs, exchange rates, charging models, FOC/warranty adherence, and performance versus 2026 goals.
  • Maximize repair rates, reduce unnecessary exchanges, and expand the network strategically in line with business objectives.

• New Product Development (NPD) Support and Delivery

  • Support cross-functional teams to ensure all service-critical requirements (spares, repairability, refurbishment) are delivered for new product launches.
  • Oversee service readiness and guarantee solutions are in place at launch, achieving targets for on-time delivery and market availability.
  • Provide operational input and technical expertise to enable best-in-class go-to-market execution for all new products.

• People and Engagement

  • Establish and run regular engagement forums (bi-monthly US technician forums), and deliver a quarterly “Repair Experience” newsletter.
  • Foster a “one team, one plan” culture, supporting capability building, cross-functional knowledge sharing, and frontline empowerment.
  • Ensure teams operate daily with the ‘Iconic Service Goal’ at the core.

Additional responsibilities

• Collaborate with Sales, Marketing, Customer Service and Digital to support expansion, site selection, and owner learning across service operations.

• Oversee the entire service and warranty network, including third-party and regional repair contracts, working closely with global partners.

• Manage and continually optimize all service systems (e.g., Dyson X-Net, Central US systems), including process flows for new and terminated dealers or service centers.

• Deliver service network staff management, ongoing technical training, and process improvement.

• Support and train partners in warranty claim submittal, oversee claims intake and audits, and maintain claim data integrity.

• Provide technical support -including diagnosis, troubleshooting guidance, and real time technical bulletins - for internal teams and partners.

• Capture and escalate emerging product reliability or safety issues, ensuring proactive resolution.

• Continuously evaluate network needs and innovation opportunities to maintain best-in-class service delivery.

About you

• Eight or more years of experience managing large, distributed service teams.

• Proven track record managing P&L and department budgets.

• Deep knowledge of managing and optimising technical service networks (including direct, retail, and third-party partners).

• Experience supporting new product launches and technical readiness in a complex organization.

• Comfortable with frequent travel (up to 30%) and hands-on fieldwork.

• Adept at engaging stakeholders at all levels - across Sales, Marketing, Digital, and Customer Service.

• Advanced technical capability (troubleshooting, fault-finding) and high proficiency in Microsoft Office/service systems.

• Strategic, analytical mindset; able to use data to spot opportunities, improve processes, and deliver tangible results.

• Strong communicator, collaborator, and coach who thrives on building teams, sharing knowledge, and driving a high-performance culture.

• Passionate about customer service, with a meticulous attention to planning, organization, and detail.

• Deep understanding of the Dyson brand and a commitment to uphold its values and quality standards.

Salary

$154,400 - $193,000 annually + bonus opportunity

Benefits

• 401K 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 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

• Dyson Product Discounts

• Multi-Level Healthcare Coverage Options

• Vision & Dental Coverage

• Company paid Short-Term and Long-Term Disability