Senior Service Manager

About Us

Dyson is a global technology company that transforms every category it enters with iconic inventions that work, perform and look very different – it’s about better ideas and better technologies, to solve the problems that others often ignore.

Headquartered in Singapore, Dyson is committed to delivering an exceptional, high-touch experience for our direct-to-consumer market while pioneering innovative customer engagement concepts, such as our dedicated Owner Centres.

In addition to driving excellence in Singapore, this role provides strategic oversight for customer experience across our distributor markets in the Eastern region. Managing customer service through third-party distributor partners presents a distinct set of operational opportunities compared to our direct model, requiring strong relationship management and governance.

About the Role

The Senior Service Manager leads a team of three direct reports alongside the service teams operating within the flagship Capitol and Jewel Owner Centres. This role is dual-focused: maintaining operational and service excellence in Singapore while scaling capabilities across emerging distributor markets.

Currently outside the scope of global CSAT reporting, the distributor markets require dedicated nurture and structured processes to bring them in line with global standards. By embedding consistency, compliance, and quality frameworks, this role directly supports market growth, financial scale, and Dyson's broader global expansion goals.

Additionally, this position oversees local inventory operations—ensuring proper availability of parts and fixtures—and leads the end-to-end commercial refurbishment cycle, transforming returned units into viable inventory and driving execution against refurbishment sales targets.

Mains responsibilities include but not limited to:-

• Provide direct leadership and line management to direct reports, while offering operational guidance to service teams across the flagship Capitol and Jewel Owner Centres

• Manage regional service managers across three key blocks (Singapore, SEA Distributors, and India) and provide indirect oversight for the broader network and internal facility staff

• Foster a high-performance culture, champion talent retention, and build structured career development pathways across the organisation

• Architect and scale a flexible regional service network strategy, establishing directly managed facilities where commercially advantageous while leveraging third-party partners in emerging markets to maintain cost-effective coverage

• Embed global repair, compliance, and customer service standards across distributor markets—maturing their operations to integrate them into global reporting standards

• Champion customer-centric repair operations to safeguard and elevate brand reputation across all touchpoints

• Drive operational strategies and service quality frameworks to ensure customer satisfaction metrics consistently meet or exceed the performance target of an 85% EASE score

• Oversee and control the service department budgets across Singapore, SEA Distributors, and India to ensure strict adherence to agreed financial targets for each block

• Drive continuous operational efficiency to optimise regional expenditure while balancing cost performance with service delivery

• Partner with supply chain functions to ensure service centres and partner markets are fully equipped with necessary repair parts, tools, and fixtures

• Establish robust inventory control frameworks and auditing systems across the extended service network to safeguard stock accuracy and minimise material loss

• Drive the end-to-end commercial refurbishment strategy for returned products

• Take ownership of converting returns into viable, high-quality refurbished stock and lead the creation and execution of the sales distribution plan to maximise asset recovery and revenue generation

About You

To be successful in this role, you will be a seasoned operational leader with a strong background in after-sales service and experience managing both direct operations and third-party distributor networks across regional markets. You bring solid P&L management skills and the strategic vision to scale hybrid service models that balance cost efficiency with a premium customer experience. An exceptional communicator and negotiator, you excel at navigating complex partner relationships, aligning distributors with global brand standards, and leading cross-functional teams across both mature and emerging markets.

Previous skills & experience:

• Track record of managing regional after-sales operations, customer service networks, or direct retail service centres across direct-to-consumer and third-party distributor models.

• Proven history of managing multi-territory operational budgets, controlling service costs, and maintaining strict financial compliance

• Demonstrated background in negotiating with, managing, and auditing third-party partners and outsourced service providers

• Experience directly managing operational teams while indirectly guiding cross-functional and matrixed regional staff

• Hands-on experience utilising enterprise CRM platforms and implementing quality assurance frameworks (e.g., EASE, CSAT) across immature and established markets

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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.