Delivery Manager, Teleperformance (Americas & EMEA)

About us

Dyson is a global technology company. We solve problems others choose to ignore with pioneering technology that works better.

Our Customer function plays a critical role in protecting and enhancing the Dyson experience, ensuring every interaction strengthens customer trust, loyalty and advocacy. As Dyson continues to grow its Professional (B2B) business, delivering a premium service experience for our commercial customers has never been more important.

About the role

As our Delivery Manager, Teleperformance, you will oversee the day-to-day performance of one or more outsourced customer service sites across the Americas and EMEA.

Working closely with Teleperformance site leaders and frontline teams, you will ensure operational execution meets Dyson’s customer experience standards, with performance continuously monitored, optimised and improved.

You will:

• Manage daily performance across assigned Teleperformance site(s), ensuring delivery against agreed KPIs and SLAs.
• Monitor real-time metrics, trends and operational risks, taking action early to protect service levels and customer outcomes.
• Ensure operational consistency and adherence to Dyson’s customer experience expectations across all relevant markets and channels.
• Partner with Teleperformance leadership and frontline teams to build accountability, pace and shared ownership of performance.
• Support the rollout of new processes, tools and training that improve agent performance and customer experience.
• Lead regular site reviews, feedback loops and improvement actions to maintain high standards and drive continuous progress.
• Champion low-effort, high-impact customer interactions, ensuring Dyson’s tone of voice and brand values show up in every contact.
• Share operational insight with Dyson’s Process, Training and QA teams to shape future service design, training content and quality improvements.
• Escalate local issues impacting customer experience to the right market teams, ensuring clear ownership and timely resolution.

About you

To succeed in this role, we expect you to have:

• Experience managing or supporting outsourced customer service operations, ideally across multiple sites, markets or regions.
• A strong understanding of contact centre performance metrics and operational levers, including CSAT, AHT, FCR and SLA management.
• Proven ability to work collaboratively with external partners and internal stakeholders to drive shared outcomes.
• A detail-led, proactive approach to problem solving, performance optimisation and continuous improvement.
• Clear communication skills, with the confidence to influence across different levels, functions and cultures.
• Comfort working in a fast-paced, dynamic environment where customer outcomes, pace and operational discipline matter.
• A customer-first mindset, with the ability to turn data, feedback and frontline insight into practical action.

Reward

At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.

Working policy

Our campus culture is built on connection—collaboration in person, shared creativity, and hands-on learning. That’s why we don’t offer a hybrid arrangement. Working side by side powers our best ideas, fuels belonging, and keeps us pushing boundaries together.

Please note

At Dyson in the Netherlands, all new joiners start on a one-year fixed-term contract.

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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.