Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Global Customer Experience & Vendor Operations Manager oversees the day-to-day performance of outsourced customer service sites, ensuring Dyson customers receive consistently excellent service with minimal effort. This role collaborates with vendor teams to align operational execution with Dyson’s standards, continuously monitoring and optimizing performance.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Salary/Compensations

• $104,800 - $131,000 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
• Generous Dyson Product Discounts
• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability

About the Company

• At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better.
• Dyson employs 14,000 people and is present in more than 80 countries.
• We want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners.
• We are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education.
• Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter.
• We drive empowerment, development and equality in an inclusive environment for our people around the world.
• The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.

Equal Opportunity

• Dyson is an equal opportunity employer.
• We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique.
• We welcome applications from all backgrounds and employment 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 other any other dimension of diversity.