Dyson
Vice President, Customer Service Americas
Dyson, Chicago, Illinois, United States, 60290
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, ensuring that Dyson differentiates with its service proposition.Lead and develop a strong, high performing Customer Services teams across the Americas markets (US, Canada and LATAM), demonstrating leadership in implementing change within the CS environment.Set the strategic vision for the Customer Services teams, establishing quality standards and translating these into actionable deliverables.Optimize and drive the revenue stream through the Customer Service experience by demonstrating strong commercial acumen.Act as the subject matter expert in the relationship between digital OE, CS operating systems, and the functioning of a world class contact center.Be responsible for the budgetary control for Contact Centers across all Americas markets, creating a continuous approach of transformation and improvement.Use insights from customer service and OE teams to develop accurate multi-channel forecasts for the Americas Contact Centers and Service Centers.Operate as a senior member of the Dyson Americas leadership team, supporting the business in achieving wider objectives.Work collaboratively within a cross-functional matrix organization, building effective relationships with senior leaders across markets.Collaborate with HR partners to create and own the People Plan across the Contact Center.Manage the Contact Center budgets monthly; work with Finance to ensure timely bill payments and drive efficiencies.Review insights from customer satisfaction surveys to enhance experiences and raise customer satisfaction scores.Support the Regional President and Managing Directors in creating a measurable "Dyson Service Commitment Ways of Working."Be the voice for Dyson when dealing with all third parties.
About You
Extensive experience leading customer service teams and deploying an elevated Customer Service strategy.Experience of multi-lingual and multi-market Customer Service operations.Experienced in Contact Center leadership and third-party relationship management.Experience in a Direct-to-Consumer, eCommerce environment is desired.Ability to develop a vision and hold yourself/team to high delivery standards.Empowering and inspiring leader with the ability to motivate a team.Demonstrated ownership of complex and cross-functional delivery.Technically and digitally minded; understanding customer expectations.Strong commercial awareness and ability to design and deliver long-term success.Exceptional people management and leadership skills.Strong analytical, organizational and planning ability.Confident communicator with strong influencing skills.Excellent inter-personal skills and ability to work cross-functionally.Creative problem solver with a strong sense of initiative.Excellent presentation and communication skills.Able 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% matchCompany paid Life Insurance and AD&DFlexible Savings Account (FSA) and Health Savings Account (HSA)
Lifestyle Benefits
Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation TimePre-tax Commuter Benefits (applicable areas only)Generous Child Care Leave ProgramWellness ProgramEmployee Assistance ProgramGenerous Dyson Product Discounts
Health Benefits
Multi-Level Healthcare Coverage OptionsVision & Dental CoverageCompany paid Short-Term and Long-Term Disability
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#J-18808-Ljbffr
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, ensuring that Dyson differentiates with its service proposition.Lead and develop a strong, high performing Customer Services teams across the Americas markets (US, Canada and LATAM), demonstrating leadership in implementing change within the CS environment.Set the strategic vision for the Customer Services teams, establishing quality standards and translating these into actionable deliverables.Optimize and drive the revenue stream through the Customer Service experience by demonstrating strong commercial acumen.Act as the subject matter expert in the relationship between digital OE, CS operating systems, and the functioning of a world class contact center.Be responsible for the budgetary control for Contact Centers across all Americas markets, creating a continuous approach of transformation and improvement.Use insights from customer service and OE teams to develop accurate multi-channel forecasts for the Americas Contact Centers and Service Centers.Operate as a senior member of the Dyson Americas leadership team, supporting the business in achieving wider objectives.Work collaboratively within a cross-functional matrix organization, building effective relationships with senior leaders across markets.Collaborate with HR partners to create and own the People Plan across the Contact Center.Manage the Contact Center budgets monthly; work with Finance to ensure timely bill payments and drive efficiencies.Review insights from customer satisfaction surveys to enhance experiences and raise customer satisfaction scores.Support the Regional President and Managing Directors in creating a measurable "Dyson Service Commitment Ways of Working."Be the voice for Dyson when dealing with all third parties.
About You
Extensive experience leading customer service teams and deploying an elevated Customer Service strategy.Experience of multi-lingual and multi-market Customer Service operations.Experienced in Contact Center leadership and third-party relationship management.Experience in a Direct-to-Consumer, eCommerce environment is desired.Ability to develop a vision and hold yourself/team to high delivery standards.Empowering and inspiring leader with the ability to motivate a team.Demonstrated ownership of complex and cross-functional delivery.Technically and digitally minded; understanding customer expectations.Strong commercial awareness and ability to design and deliver long-term success.Exceptional people management and leadership skills.Strong analytical, organizational and planning ability.Confident communicator with strong influencing skills.Excellent inter-personal skills and ability to work cross-functionally.Creative problem solver with a strong sense of initiative.Excellent presentation and communication skills.Able 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% matchCompany paid Life Insurance and AD&DFlexible Savings Account (FSA) and Health Savings Account (HSA)
Lifestyle Benefits
Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation TimePre-tax Commuter Benefits (applicable areas only)Generous Child Care Leave ProgramWellness ProgramEmployee Assistance ProgramGenerous Dyson Product Discounts
Health Benefits
Multi-Level Healthcare Coverage OptionsVision & Dental CoverageCompany paid Short-Term and Long-Term Disability
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#J-18808-Ljbffr