Executive Escalations Manager

Dyson•Chicago, IL

1d•$68,000 - $85,000•Onsite

About The Position

We’re 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. You’ll be responsible for team performance, operational excellence, and driving a culture rooted in ownership and customer-centric problem-solving.

Requirements

Proven experience supervising or leading high-performing customer service or escalation teams.
Deeply skilled communicator—confident 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.
Able to support flexible scheduling, including 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.

Nice To Haves

Experience collaborating with Legal/Compliance teams or handling sensitive complaints is a plus.

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 innovation—encourage 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.

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