Head of Repair Experience - US, Canada & Mexico

Dyson•New York, NY

10d•Onsite

About The Position

The Head of Repair Experience is responsible for the strategic management of Dyson’s North American repair network - including the US, Canada, and Mexico - spanning 30 Dyson Service Centers, third-party providers, and indirect retail partners. You’ll drive customer experience innovation, operational transformation, and frontline engagement in line with Dyson’s commitment to excellence in every market. This role balances day-to-day network management, technical support, and long-term process improvement. Reporting to the Global Repair Experience Director, you’ll spend time with teams across these three countries, dividing your efforts between field engagement (~30% travel) and office-based leadership. Most impact will be in the US, but Canada and Mexico are essential to your remit and growth strategy.

Requirements

Eight or more years of experience managing large, distributed service teams.
Proven track record managing P&L and department budgets.
Deep knowledge of managing and optimising technical service networks (including direct, retail, and third-party partners).
Experience supporting new product launches and technical readiness in a complex organization.
Comfortable with frequent travel (up to 30%) and hands-on fieldwork.
Adept at engaging stakeholders at all levels - across Sales, Marketing, Digital, and Customer Service.
Advanced technical capability (troubleshooting, fault-finding) and high proficiency in Microsoft Office/service systems.
Strategic, analytical mindset; able to use data to spot opportunities, improve processes, and deliver tangible results.
Strong communicator, collaborator, and coach who thrives on building teams, sharing knowledge, and driving a high-performance culture.
Passionate about customer service, with a meticulous attention to planning, organization, and detail.
Deep understanding of the Dyson brand and a commitment to uphold its values and quality standards.

Responsibilities

Oversee customer direct and dealer repair processes with attention to both ease and satisfaction.
Partner with Retail to execute Service in Retail programs, achieving 70% of customers served within 30 minutes.
Pivot RTB (Return to Base) traffic to walk-in, maximising direct engagement.
Continually improve turnaround times, targeting <2 day Weighted TAT.
Launch and deliver Phase 1 & 2 of “Never Without Your Dyson” (NWYD), elevating US service standards.
Optimise the RTB experience and communications in priority US markets.
Support development and execution of tactical RTB messaging and booking solutions based on customer insights.
Deliver measurable improvements in RTB ‘Ease’ scores.
Ensure operational input and alignment for any new initiatives or pilots within the repair network.
Execute and expand pilots with key Indirect Retail partners (e.g., BestBuy AMS), exceeding coverage and satisfaction targets.
Maintain a strong US service culture, ensuring each owner’s needs are met via both direct and partner networks.
Own the Dyson Service Center (DSC) operating model: drive consistency, implement best practices, and optimize merchandising.
Lead annual budget creation, P&L management, and cost control - while developing opportunities for service-led revenue.
Constantly review repairs, exchange rates, charging models, FOC/warranty adherence, and performance versus 2026 goals.
Maximize repair rates, reduce unnecessary exchanges, and expand the network strategically in line with business objectives.
Support cross-functional teams to ensure all service-critical requirements (spares, repairability, refurbishment) are delivered for new product launches.
Oversee service readiness and guarantee solutions are in place at launch, achieving targets for on-time delivery and market availability.
Provide operational input and technical expertise to enable best-in-class go-to-market execution for all new products.
Establish and run regular engagement forums (bi-monthly US technician forums), and deliver a quarterly “Repair Experience” newsletter.
Foster a “one team, one plan” culture, supporting capability building, cross-functional knowledge sharing, and frontline empowerment.
Ensure teams operate daily with the ‘Iconic Service Goal’ at the core.
Collaborate with Sales, Marketing, Customer Service and Digital to support expansion, site selection, and owner learning across service operations.
Oversee the entire service and warranty network, including third-party and regional repair contracts, working closely with global partners.
Manage and continually optimize all service systems (e.g., Dyson X-Net, Central US systems), including process flows for new and terminated dealers or service centers.
Deliver service network staff management, ongoing technical training, and process improvement.
Support and train partners in warranty claim submittal, oversee claims intake and audits, and maintain claim data integrity.
Provide technical support -including diagnosis, troubleshooting guidance, and real time technical bulletins - for internal teams and partners.
Capture and escalate emerging product reliability or safety issues, ensuring proactive resolution.
Continuously evaluate network needs and innovation opportunities to maintain best-in-class service delivery.

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
bonus opportunity