Delivery Manager - Teleperformance

Dyson•Chicago, IL

7d•Onsite

About The Position

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 Dyson’s customer experience standards, and that performance is continuously monitored, optimised, and improved.

Requirements

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.

Responsibilities

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 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 localised issues impacting customer experience to relevant market teams, ensuring timely escalation and resolution.

Benefits

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 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
Multi-Level Healthcare Coverage Options
Vision & Dental Coverage
Company paid Short-Term and Long-Term Disability