Delivery Manager Teleperformance
Share
Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About us
At Dyson we solve the problems others choose to ignore with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive fast and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement inspire advocacy and turn every interaction into longterm connection. Guided by our principles - effortless experiences global consistency personalisation and relentless improvement - we ensure every customers journey with Dyson is exceptional.
About the role
The Delivery Manager - Teleperformance is responsible for overseeing the day-to-day performance of one or more outsourced customer service sites depending on the market and location. This role plays a critical part in ensuring that Dyson customers receive consistently excellent service with minimal effort regardless of geography.
Working closely with the respective vendor teams on-site the Delivery Manager ensures that operational execution is aligned with Dysons customer experience standards and that performance is continuously monitored optimised and improved.
Key Responsibilities
Operational Oversight
Manage daily performance across assigned BPO site(s) ensuring delivery against KPIs and SLAs.
Monitor real-time metrics and trends to proactively address issues and optimise service levels.
Ensure operational consistency and adherence to Dysons customer experience expectations.
Vendor Collaboration
Work closely with vendor site leadership and frontline teams to drive accountability and shared success.
Support the implementation of new processes tools and training to improve agent performance and customer outcomes.
Facilitate regular site reviews and feedback loops to maintain high standards.
Customer Experience Focus
Champion low-effort high-impact customer interactions across all channels.
Identify and escalate systemic issues or opportunities for improvement.
Ensure that Dysons tone of voice and brand values are reflected in every customer interaction.
Insight & Escalation
Share operational insights and learnings with Dysons Process Training and QA teams to inform future improvements in service design and training content.
Flag localised issues impacting customer experience to relevant market teams ensuring timely escalation and resolution.
About you
Experience managing or supporting outsourced customer service operations ideally across multiple sites or regions.
Strong understanding of contact centre metrics and operational levers (e.g. CSAT AHT FCR).
Proven ability to work collaboratively with external partners and internal stakeholders.
Detail-oriented with a proactive approach to problem-solving and performance optimisation.
Excellent communication skills and ability to influence at multiple levels.
Comfortable working in a fast-paced dynamic environment with a strong focus on customer outcomes.
Benefits
At Dyson how we reward you is linked to our high-performance culture. But its about more than salary and bonus. Through a package of financial lifestyle and health benefits we support whatever stage of life youre 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
Dyson is an equal opportunity employer. We know that great minds dont 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.
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Kanban
- Project / Program Management
- Agile
- Waterfall
- Project Leadership
- Application Development
- Project Management
- Scrum
- Microsoft Project
- SDLC
- Project Implementation
About Company
Dyson vacuum cleaners, hair dryers, hair straighteners, hair stylers, air purifiers, humidifiers, hand dryers and lighting. Shop at Dyson.com for free shipping and warranty.
