Vice President, Customer Service Americas

Company: Dyson GmbH
Location: Chicago
Posted on: November 2, 2024

Job Description:

SummarySalary: CompetitiveTeam: Customer Service and Inside SalesLocation: United States - Chicago OfficeAbout UsDyson 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 RoleOur 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.
• Lead and develop a strong, high performing Customer Services team across the Americas markets (US, Canada, and LATAM).
• Set the strategic vision for the Customer Services teams, establishing the standard of quality and translating these into meaningful deliverables.
• Optimize and drive the revenue stream through the Customer Service experience.
• Act as the subject matter expert in the symbiosis between digital OE, CS operating systems, and Dyson service centers.
• Be responsible for the budgetary control for Contact Centers across all Americas markets.
• Proactively use insights to lead the development of an accurate multi-channel forecast for the Americas Contact Centers and Service Centers.
• Operate as a senior member of the Dyson Americas leadership team.
• Work collaboratively within a cross-functional matrix organization.
• Manage the Contact Center budgets on a monthly basis.
• Lead the regular review of insights from customer satisfaction surveys.
• Support the Regional President and Managing Directors in creating a clearly defined and measurable "Dyson Service Commitment Ways of Working."
• Be the voice for Dyson when dealing with all third parties.About YouExtensive 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.Empowering and inspiring leader with the ability to delegate and motivate a team.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 and assertive communicator with strong influencing skills.Ability to work in a fast-paced and challenging environment.BenefitsAt Dyson, how we reward you is linked to our high-performance culture. Through a package of financial, lifestyle, and health benefits, we support whatever stage of life you're in and the moments that matter.

• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)
• Competitive Paid Time Off Benefits
• Pre-tax Commuter Benefits
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Generous Dyson Product Discounts
• Multi-Level Healthcare Coverage Options
• Company paid Short-Term and Long-Term DisabilityEqual Opportunity EmployerDyson is an equal opportunity employer. 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. If reasonable accommodation is needed, please contact Americas Talent Acquisition at ustalentacquisition@dyson.com.
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Keywords: Dyson GmbH, Lombard , Vice President, Customer Service Americas, Executive , Chicago, Illinois