Executive Escalations Manager
Job Location:
Chicago, IL - USA
Yearly Salary:
Posted on:
Vacancies:
Job Summary
About Us
Dyson is a global technology enterprise.Weregrowing fast and our ambition is huge more categories morelocationsand more people.Dyson launched in the US in 2002 and since then operations have grown exponentially. Our US headquarters is based in Chicagos Fulton Market neighborhood. We also haveemployees working in field sales our service centers and in our growing number of Dyson Demo Stores across the country.
Werecommitted 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
Were looking for a people-focused Manager to lead our Executive Escalations Specialists. This role is about empowering a team of skilled Dyson experts to deliver exceptional white-glove service to Dyson owners resolving high-level escalations and legal customer complaints with an eye for detail and continuous improvement. Youll be responsible for team performance operational excellence and driving a culture rooted in ownership and customer-centric problem-solving.
Key Responsibilities
Team Performance & Coaching
Lead support and develop a team of Executive Escalations Specialists at the global scale.
Set clear daily weekly and monthly objectives monitor performance against targets.
Provide real-time coaching and actionable feedback validating improvements through regular follow-ups.
Conduct one-to-ones performance reviews and support career development.
Operational Excellence
Oversee daily workflow ensuring all executive and legal escalations are handled within agreed timeframes and standards.
Manage resource planning scheduling and ensure coverage for all contact channels.
Track and analyze escalations and resolution data to spot trends ensuring reporting accuracy.
Escalation Management
Act as final point of contact for urgent or highly sensitive executive complaints.
Collaborate closely with Legal and other specialist teams to resolve complex cases.
Review and streamline processes identifying opportunities to improve team performance and customer satisfaction.
Continuous Improvement
Proactively identify root causes of escalations and work with the broader team to address recurring issues.
Lead or participate in special projects and process improvement initiatives as requested by management.
Foster a culture of innovationencourage thinking outside the box and experimentation to enhance service delivery.
Stakeholder Communication
Serve as escalation point for cross-functional teams; maintain open lines of communication with Legal Operations and Executive Leadership.
Prepare and deliver regular updates on team performance trends and improvement actions.
About You
Proven experience supervising or leading high-performing customer service or escalation teams.
Deeply skilled communicatorconfident managing tough conversations and motivating teams.
Highly organized analytical and detail-oriented; able to juggle competing priorities in a fast-paced environment.
Strong proficiency in Microsoft Office (especially Excel PowerPoint Outlook) and comfort with performance and workflow reporting.
Experience collaborating with Legal/Compliance teams or handling sensitive complaints is a plus.
Able to support flexible scheduling including occasional weekends evenings holidays and overtime.
Passionate about developing talent building positive team culture and championing the Dyson owner experience.
Must be at least 18 years old.
Compensation:$68000 - $85000 annually bonus opportunity
Benefits
At Dyson how we reward you is linked to our high-performance culture. Butitsabout more than salary and bonus. Through a package of financial lifestyle and health benefits we support whatever stage of lifeyourein 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
Dyson Product Discounts
Health benefits:
Multi-Level Healthcare Coverage Options
Vision & Dental Coverage
Company paid Short-Term and Long-Term Disability
#LI-ONSITE
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
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.
