Full-Time
Global Customer Experience & Vendor Operations Manager
Dyson
10,001+ employees
Global home appliances and electronics producer
Compensation Overview
$104.8k - $131k/yr
New York, NY, USA
In Person
On-site in New York, New York.
 Customer Experience & Support (2) |
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- Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions.
- Strong understanding of contact center 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.
- 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 optimize service levels.
- Ensure operational consistency and adherence to Dyson’s customer experience expectations.
- 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.
- Champion low-effort, high-impact customer interactions across all channels.
- Identify and escalate systemic issues or opportunities for improvement.
- Ensure that Dyson’s tone of voice and brand values are reflected in every customer interaction.
- Share operational insights and learnings with Dyson’s Process, Training, and QA teams to inform future improvements in service design and training content.
- Flag localized issues impacting customer experience to relevant market teams, ensuring timely escalation and resolution.
Dyson designs and manufactures a range of home appliances, including vacuum cleaners, air purifiers, hair care products, and hand dryers, for consumers and businesses worldwide. Its products rely on high-performance engineering and advanced technology to deliver effective cleaning, air quality, grooming, and hand-drying experiences. Dyson sells directly through its website and via retail partners, earning revenue from product sales and after-sales services. The company differentiates itself through a strong emphasis on research and development to improve performance, introduce new features, and optimize efficiency and usability. Its goal is to keep its products at the leading edge of consumer electronics and home appliances by combining practical design with rigorous engineering.
Company Size
10,001+
Company Stage
N/A
Total Funding
N/A
Headquarters
one-north, Singapore
Founded
1991
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Simplify's Take
What believers are saying
- Spot+Scrub Ai expands Dyson into wet-and-dry robotic cleaning.
- Premium pricing sustains margins if consumers keep valuing performance.
- App-based mapping and personalization increase repeat engagement and stickiness.
What critics are saying
- US tariffs on Malaysian and Philippine imports raise landed costs.
- Second straight sales decline signals weakening demand and pricing power.
- High-priced launches face intense competition from cheaper robot-vacuum rivals.
What makes Dyson unique
- Engineering-led premium appliances with visible performance claims.
- D2C-first control preserves pricing, education, and customer experience.
- Heavy R&D spending supports rapid product iteration and category expansion.
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Benefits
401(k) Retirement Plan
401(k) Company Match
Flexible Savings Account (FSA) and Health Savings Account (HSA)
Paid Time Off
Commuter Benefits
Child Care Leave Program
Wellness Program
Employee Assistance Program
Generous Dyson Product Discounts
Health Insurance
Vision Insurance
Dental Insurance
Short-Term Disability
Long-Term Disability
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↓ -1%Dyson reported a £440 million sales decline, with revenues falling from £6.57 billion to £6.13 billion last year. The company attributed the drop to US tariffs imposed by Donald Trump on Malaysian and Philippine imports, where Dyson manufactures products, alongside weak consumer confidence and currency fluctuations. President Trump had imposed tariffs of up to 24% on Malaysian imports, later reduced to 19%. Dyson raised US prices last year citing "global economic conditions". Despite lower revenues, operating profits increased from £520 million to £600 million following cost reductions, including cutting around 1,000 UK roles in mid-2024. The company launched a record number of products and invested £400 million in research and development. This marks the second consecutive year of declining sales after 22 years of continuous growth.
Dyson has launched the Spot+Scrub Ai, its first robotic vacuum cleaner capable of both wet and dry cleaning, priced at $1,199. The device uses AI-powered vision and green illumination to detect and identify nearly 200 types of household substances and objects, performing up to 15 focused cleaning passes over stains until they are removed. The robot features a self-cleaning microfiber wet roller with a 12-point hydration system that delivers fresh heated water whilst cleaning. The roller cleans itself on every rotation and extends 1.6 inches to reach edges and skirting boards. The machine uses LiDAR and AI vision for navigation and mapping, automatically labelling rooms through the MyDyson app. Its bagless cyclonic dock hygienically empties dry debris using 10 Dyson root cyclones, with capacity for up to 100 days.
Dyson Beauty has launched Dyson Amino leave-in scalp bubble treatment, its first scalp care product, priced at $54.99. The foaming formula is clinically proven to reduce hair loss by 63%, excess oils by 62%, and visible flakes by 88%. The treatment features Dyson Amino11 blend, combining barley grown on Dyson Farming with 11 amino acids to support scalp barrier function. It includes skincare ingredients like niacinamide, Ectoin Natural and caffeine in a lightweight, non-greasy foam-to-serum formula. Dyson Farming, the UK's largest farming business spanning 36,000 acres, cultivates the barley used in the formulation. The product joins Dyson's expanding beauty range, which now includes styling, conditioning and scalp care formulations designed to work with its hair care technology. The treatment is available at Dyson Demo stores, Dyson.com and select retailers.
As inflation rates continue to rise, retailers continue to face the challenge of providing consumers with more affordable price points for products they both want and need. But instead of calling it a knockoff, a fake or a cheaper alternative, a younger cohort of consumers have decided to give it a trendy name — a dupe. . Difference Between Dupes and Fakes. Dupes are the more affordable option to the high-end product and come at a fraction of the cost, making them an attractive to consumers who are looking for alternatives. Fakes, on the other hand, are products that are designed to look exactly like a higher-end product, often with logos or branding that is identical or very similar.
Dyson today launches the new Dyson V15 Detect handheld vacuum, as well as a Pet Grooming Kit and a Detail Cleaning Kit that are backward compatible with previous vacuum models.