Summary
- Salary
- Competitive
- Team
- Customer Service and Inside Sales
- Location
- United States - New York Office
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 neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Stores across the country.
We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.
About the Role
Our Owners are our utmost priority. The Americas Customer Service teams play an invaluable role within this ambition, as direct contact gives us millions of opportunities to create, offer and surprise them with a seamless and inspiring product experience.
The Vice President, Customer Service has direct accountability for the development and delivery of the many multi-channel experiences that we offer our Shoppers and Owners. They will lead a high- performing team to continuously develop and transform our offering into a future proof, multichannel, scalable and world class experience for all Dyson Owners today and for years to come.
Accountabilities include:
Create and deploy a vision for continuous development and evolution of the Customer Service and Dyson Service Center experience. This will include being responsible for the development and implementation of the Dyson Americas Customer Service strategy to ensure that Dyson differentiates with its service proposition. This includes service support for all categories, new technology, channels and market.
Lead and develop a strong, high performing and driven Customer Services teams across the Americas markets (US, Canada and LATAM), demonstrating the leadership of/experience with implementing change within the CS environment i.e. systems deployment, in-sourcing and out-sourcing, switch to digital, etc.
Set the strategic vision for the Customer Services teams, establishing the standard of quality and translating these into meaningful and actionable deliverables for each team member. You will drive performance through your people by empowering them to have ownership and impact across the region.
Optimize and drive the revenue stream through the Customer Service experience by demonstrating strong commercial acumen and understanding of how CS can add value to a multichannel direct shopping experience.
Act as the subject matter expert in the symbiosis between digital OE, CS operating systems, our Dyson service centers and the day-to-day functioning of a world class contact center.
Be responsible for the budgetary control for Contact Centers across all Americas markets. In partnership with the outsource providers, you will be expected to create a continuous approach of transformation and improvement that delivers ongoing efficiencies while also driving sustainable customer satisfaction improvement.
Proactively use insight gained from across the customer service and OE teams to lead the development of an accurate multi-channel forecast for the Americas Contact Centers and Service Centers. This will involve working with budget holders to align funds and people requirements accordingly.
Operate as a senior member of the Dyson Americas leadership team, reporting into the Regional President, using knowledge and experience to support the business in achieving its wider objectives and shape future growth across the region.
Work collaboratively within a cross functional matrix organization and build strong and effective working relationships with the senior leaders across US, Canada and LATAM markets; promote regular and effective two-way communication between the market and the Americas Contact Centers.
Work alongside our HR partners to create and own the People Plan across the Contact Center for both Dyson and non-Dyson employees.
Manage the Contact Center budgets on a monthly basis; work with the Finance team to close the books efficiently every month and ensure bills are paid on time. Be confident that Dyson are receiving good value for money and are constantly driving for efficiencies for the long term.
Lead the regular review of insights from customer satisfaction surveys, complaints and other sources across Customer Service to devise regular and ongoing plans to enhance experiences and raising customer satisfaction scores.
Support the Regional President and Managing Directors in creating a clearly defined and measurable "Dyson Service Commitment Ways of Working.” Take full ownership for implementing the outputs of this strategy into the contact centers.
Be the voice for Dyson when dealing with all third parties. Understand and speak as one voice for the business.
About You
Extensive experience leading customer service teams and creating and deploying an elevated Customer Service strategy.
Experience of multi-lingual and multi-market Customer Service operations.
Experienced in Contact Center leadership as well as third-party relationship management.
Experience working in a Direct-to-Consumer, eCommerce environment is desired.
Ability to use initiative boldly and confidently i.e. developing a vision, facilitating its creation, build & roll out through your team and holding yourself/your team to high standards of approach and delivery.
Empowering and inspiring leader with the ability to delegate and motivate a team to deliver set vision and objectives.
Can demonstrate ownership of complex and cross-functional delivery with sustainable and aligned outputs.
Technically and digitally minded; understanding the changing face of customer expectations.
Strong commercial awareness and ability to design, deliver and consistently review long term success.
Exceptional people management and leadership skills; Lead by example and role model our values.
Strong analytical, organizational and planning ability.
Confident and assertive communicator with strong influencing skills at all levels.
Excellent inter-personal skills and strong ability to work cross-functionally.
Strong sense of initiative with a creative approach to problem solving.
Comfortable presenting with excellent communication skills.
Ability to work in a fast paced and challenging environment.
Trusted. Proactive. Adaptable. Approachable. Reliable. Resilient. Passionate. Positive. Humble.
Benefits
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial benefits:
* 401K with up to a 4% match
* Company paid Life Insurance and AD&D
* Flexible Savings Account (FSA) and Health Savings Account (HSA)
Lifestyle benefits:
* Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
* Pre-tax Commuter Benefits (applicable areas only)
* Generous Child Care Leave Program
* Wellness Program
* Employee Assistance Program
* Generous Dyson Product Discounts
Health benefits:
* Multi-Level Healthcare Coverage Options
* Vision & Dental Coverage
* Company paid Short-Term and Long-Term Disability
Hiring Range: $300,000-350,000 annually + bonus
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, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
Dyson is committed to the full inclusion of all qualified individuals. As part of this commitment, Dyson will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact Americas Talent Acquisition at ustalentacquisition@dyson.com
