Skip navigation

Have you considered using our job search? Click here to search our current jobs.

Have you considered using our job search? Click here to search our current jobs.

Senior Manager, Customer Service Education

Summary

Salary
Competitive
Team
People
Location
United States - Illinois Remote

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighbourhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

About the Role:

The Senior Training Manager is accountable for the development and implementation of customer service training strategy across the Dyson Americas Region in our Contact Center and Repair Experience organizations to achieve our vision to deliver iconic, luxury service and support to our owners and prospective owners. The Senior Training Manager effectively leads their team of trainers to respond effectively to learning needs and can work closely with cross functional teams to effectively prioritize and deploy training programs.

Key Responsibilities and Accountabilities

In this role, you will have the following core responsibilities

Develop the Overall raining Strategy

You see the big picture and can connect overall Customer Service Strategy to the specific strategies needed to development and train customer service team members to meet and exceed expectations

  • Clearly understand Dyson mid-range strategies and Customer Service vision and translate into a clearly defined Training mid-range (3-5 year) Strategy
  • Collaborate closely with key business stakeholders globally and within the Region to understand the expectations of our frontline service and repair personnel to create a specific training needs assessment
  • Articulate the defined strategy into a clear roadmap, plan and executable tasks to drive success
  • Define KPIs to measure the success of the strategy and report on performance of the strategy regularly.
  • Regularly revisit the strategy and make appropriate updates as deemed necessary to meet the needs of the business

Drive Continuous Improvement

You are a thought leader in the training space and drive toward optimization of training content and methodologies to implement:

  • Oversee the monitoring of the overall effectiveness of training (KPIs to determine the understanding, retention, utilization) through analysis of data
  • Implement a feedback loop to collect information and insight re: current training efforts with aim to drive continuous improvement
  • Identify problems and opportunities such as operational changes or organization developments that training could improve.
  • Maintain knowledge of new methods and techniques for training, and training requirements applicable to the organization.
  • Identify problems and opportunities such as operational changes or organization developments that training could improve.

Lead Training Capability Build Initiatives

You are a “builder” and are not afraid to “break ground” to create and develop new capabilities in the training space

  • Develop basic curriculums for evolving businesses including our Dyson Repair Experience and Dyson Service Centers (DSCs)
  • Partner with 3rd parties to re-imagine training curriculums for Contact Center staff

Drive Accountability of 3rd Party Training Partners

You hold our 3rd party partners accountable to deliver best-in-class training to their team members that support the Dyson Brand

  • Manage vendor relationships for learning and development solutions so that Dyson processes and procedures are consistent across all environments. 
  • Review the overall quality of our third-party partners with respect to curriculum related to onboarding and ongoing service support capabilities
  • Serve as an escalation point related to issues with respect to training quality from third parties, reviewing issues and any remediation plans and advising on appropriate course of action.

Oversee and Prioritize Work

You set expectations for the performance of the team and prioritize the work

  • Strategically lead, coach, and develop team to efficiently design, develop and deliver live, virtual, and blended learning solutions to meet organizational needs.
  • Set the priority for the team and where efforts should be distorted to achieve training goals and agreed roadmap
  • You manage the work and execution of the team, getting regular status updates and give direction and steer re: how the work is done.

Stakeholder Alignment

You are the face of Customer Service training for the Region and establish close collaborative relationships with key stakeholders across the Region and at Group

  • Collaborate with all Americas markets to review existing training programs.  Identify and make modifications/enhancements to maintain engagement, retention, and business change.

About You:

Core skills and competencies:

  • You are self-motivated and curious with demonstrated creative and critical thinking capabilities and an innate drive to optimize.
  • You have a high tolerance for ambiguity. You find a way through. You anticipate. You connect and synthesize.
  • You can influence decisions with excellent verbal and written communications skills.
  • Ability to set a training vision, build a strategy, and implement with all levels of the team.
  • Ability to motivate, inspire, and lead a growing team in an ever-changing business environment.
  • Proven ability to successfully collaborate cross-functionally to achieve business objectives and maintain training consistency across markets.

Qualifications and Experience:

  • Bachelor’s Degree or equivalent
  • Minimum 5 years of experience leading training teams in both virtual and office atmospheres.
  • Intermediate level user of the following MS Office programs: Excel, PowerPoint, Word, and Teams.  Access knowledge a plus.

Benefits:

US FT Benefits Package


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.