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Operations Support Manager

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
Spain - Barcelona Contact Centre

About us

Dyson is a global technology company founded in 1993 in Malmesbury, UK. Over 13,000 people, including James Dyson himself, spend their days strategizing, inventing technology and telling the Dyson story to the world. It's all about better ideas and better technologies to solve other people problems.

About the role

Reporting to the Head of Customer Service, the Operations Support Manager is responsible for preventing, triaging, and escalating problems that occur within the end-to-end order journey and the management of the Operations Support team

Main Responsibilities

  • Work closely with team to ensure correct, accurate and timely resolutions of all incidents raised.

  • Manage relationships with stakeholders across different functions e.g. supply chain and IT to improve ways of working and avoid repeat issues.

  • Flag areas of the Customer Service customer journey that creates inbound demand or repeated contacts, then work to provide data and evidence that allows us to improve the experience for our owners.

  • Challenge our CS Outsource provider, Dyson peers and wider Dyson community on ways of working with the markets to ensure we take learnings and action to prevent issues for our owners.

  • To identify process changes for improving the end-to-end order process, optimizing cost and increasing productivity. Ensure Continuous Improvement mentality is championed and implemented in Market and Group functions. 

  • Ensure all processes are optimised, documented, and followed.

  • Proactively monitors workload and balances the team to ensure correct, accurate and timely escalation and resolutions of incidents raised. 7 days a week.

  • Recruiting, training, supporting, and coaching the leading a team of 5 Operations Support Advisors

  • Relish the opportunity to pick up new activities that fall broadly in the purpose of the role.

About you

  • Account management, customer service skills and experience

  • Experience in leading and engaging a team

  • Extensive knowledge of the sales and order process including CRM, fulfilment and logistics

  • Proven analytical skills, ability to assess risk and work effectively in cross-functional teams

  • Demonstrated ability to manage multiple tasks and projects simultaneously with a sense of urgency

  • Proven ability to prioritise tasks based on complex matrix of criteria to ensure orders are processed successfully

  • High organisation skills and time management

  • Ability to lead and inspire others

  • Working knowledge or past experience with

  • Proven ability to create reports and dashboards using Excel and SQL

  • General understanding of fraud management and the chargeback process, including different payment providers dispute management processes

  • Working knowledge of GDPR and business requirements for compliance

About you

Technical:

  • Understanding of Logistic Processes and tools

  • CRM, 3PL, Logistic, SAP, Salesforce and Systems knowledge

  • High organisation skills and time management

  • Ability to lead and inspire others

Behavioural:

  • Business and results oriented

  • Ability to deliver under pressure and to tight deadlines

  • Self-motivated, independent, dynamic

  • Strong Analytical approach

Benefits

  • Discretionary bonus

  • Health insurance

  • Life insurance

  • 23 Working days holiday 

  • Free coffee and tea

#LI-DYSON


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.

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.