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Quality Program Manager

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
Japan - Tokyo Contact Centre

About us

Dyson is a global technology company on a mission to improve peoples’ lives; whether that be by engineering high performance technology to keep their floors and air clean – to patented beauty innovation to style their hair. 

Dyson has a long history of innovation in Japan, from James Dyson’s first commercial vacuum cleaner (G-Force) to the latest Dyson V12 Detect Slim vacuum. Dyson leads the Japanese stick vacuum market – and has built a portfolio of innovation; from air care to hair care. Japan is one of Dyson’s most successful global markets with ambitious growth plans, and the Brand Team plays a critical role in bringing continual success to the business.

About the role

Quality Program Manager will be responsible to improve quality metrics for JP customer/ owner contacting JP customer service by analyzing data, identifying root cause and improving process.

Main responsibilities:  

  • Lead Quality initiatives including the roll out, schedule, communications, risks identification and mitigation, compliance, process/ procedure changes, and other major changes to drive adoption with minimum resistance with the Team Members in the Customer Service Centers.
  • Improve Net Promoter Score (NPS) by working on inputs such as Customer Satisfaction (C-sat), Customer Effort Score (CES), First Call Resolution (FCR), Quality Monitoring Procedure and Average Handle Time (AHT), etc by leveraging various data source as a program manager with utilizing continuous improvement methodology such as PRINCE II, PMO, Lean, six-sigma, ISO9000series and/ or quality control (QC).
  • Drive Digital transformation (DX), propose channel optimization and enhance self-service such as AI and robotic automation along with machine learning, as part of metrics improvement to balance operation cost.
  • Work closely with stakeholders (SCM, Service Center, Sales and Owner experience) to align quality related process, procedure, technology advancement, provide recommendation and assess technical and commercial viability with managing expectations.
  • Demonstrate excellent communications capabilities and business acumen.
  • Coach and train team to improve their effectiveness, data analysis and use of quality improvement tools.

About You 

  • 10+ year experience in customer service (contact centre) with 5+ year experience in leading customer satisfaction improvement
  • Japanese – Native level, English – Business Level
  • Four-year degree or equivalent experience
  • PRINCE II, PMO, Lean, six-sigma, ISO9000series and/ or quality control (QC)/Process Engineering experience
  • Strong analytical, root cause identification and problem-solving skills
  • Track of record for customer satisfaction improvement
  • Work independently and in a team environment
  • Proven ability to manage conflict; ability to provide feedback and develop teams

Example of Future career opportunities

  • Head of Japan Customer Service

Dyson Japan supports your career development opportunities. Our range of in-house skills means that we can coach, mentor and guide career plans. If you enjoy solving problems and have a passion for innovation – Dyson is the place for you.

#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.