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Project Manager (After Sales & Support)

Summary

Salary
Competitive
Team
Project and Programme Management
Location
United Kingdom - Malmesbury Office

About us

At Dyson we are encouraged to think differently, challenge convention and be unafraid to make mistakes. We’re creative, collaborative, practical and enthusiastic. But most of all we’re hugely passionate about what we do.

Dyson offers a unique opportunity for talented individuals to invent, design and develop market leading products for the global market. By working in our world-class research, design and development (RDD) department, these individuals have the opportunity to work alongside leading technical specialists and highly motivated creative people to create products which fulfil our ambition of being truly different and better than our competitors.

About the role

Dyson is looking for an experienced Project Manager to join our team who is passionate about enabling fantastic customer service, in this global delivery role.

Dyson’s global Customer Service community needs to be ready to respond when new products and new technologies launch – contacts, advice, registration, repairs, spares, digital support etc. To deliver a status of ‘ready’, a Project Manager is required as the focal point for all activities associated with After Sales and Support throughout the product development process.

Considering full-time and part-time applicants.

Your Responsibilities:

Governance

After Sales & Support are engaged in all new products that are under development to ensure a smooth launch. You will have a clear handle on what these projects are, their status and how the After Sales & Support teams are tracking against their deliverables in their cycle.

More specifically you will:

  • Identify new projects starting and engage with the relevant teams

  • Own After Sales & Support deliverables tracking – monitoring the status of all live activities and projects

  • Run and manage the After Sales & Support meetings to ensure strong collaboration

  • Build and track progress against project plans

  • Track and manage key risks and issues

  • Create status reports and present to relevant stakeholder groups (at all levels)

  • Track and manage actions through to completion

  • Support the After Sales team resolving any blockers or gaps to ensure we complete that deliverables are completed on time

Cross Organisational Team Integration

After Sales is one of the key output areas of our product development process. You will engage with teams across Dyson’s business to represent the needs of our customer services functions.

This includes:

  • Representing the team in product and design review meetings – updating these teams on our progress and capturing areas that may further impact us

  • Work with the commercial teams to understand the commercial aspirations for each new product and their impact to customer service

  • Collaborating with other related areas including quality, sales, connected support and retail to ensure the best outcomes for our consumers

Value Delivery

This role isn’t purely about coordinating others. You will get involved in both new product related processes and transformational activities within the After Sales & Support the team.

These will include:

  • Designing new high level processes required to support our customers

  • Scoping, managing and implementing new processes and ways of working as driven by the After Sales & Support Programme

  • Collating service summaries and repair strategies for each new product as well as other associated documentation.

About You

You will have:

  • Experience managing multiple tasks, projects and teams (matrix environment) simultaneously ensuring the team remain motivated and focussed

  • Strong communication skills with an ability to build relationships at all levels of the organisation

  • Demonstrable passion for working in a customer services environment

  • Experience working with different processes and platforms to govern projects effectively

  • Ability to multi-task in a high paced and ambiguous environment where priorities can change quickly

  • Strong attention to detail where it’s needed, and the ability to step back where it is not

  • The ability to scope, define and deliver changes to existing processes and ways of working

  • A creative side – the ability to find a solution to any challenge presented

  • Excellent working knowledge of the Microsoft Office suite, including MS Project, PowerPoint and Excel

  • Preferred:

    • Formal Project Management Certification

    • Relevant formal education to Degree level or above

Benefits

  • Performance related bonus

  • Company paid Life Insurance

  • Discounts on Dyson machines

  • Competitive pension scheme

  • Flexible benefits programme with a growing range of voluntary benefits, including the ability to purchase additional holidays

  • 27 days holiday plus statutory bank holidays

  • Free bus travel to and from Malmesbury campus from Bristol, Chippenham and Swindon

  • Free on-site parking

  • Subsidized café providing endless free coffee and tea, and a free lunch

  • Private Medical insurance for all employees

  • Employee Assistance Program for employee and dependents

  • Digital GP and prescription service

  • On-site gym

  • Part-time hours considered

#LI-DYSON


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

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.