Vice President, Customer Service, Americas

Dyson • New York, NY

418d • $300,000 - $350,000

About The Position

The Vice President of Customer Service for the Americas at Dyson is responsible for leading the development and delivery of multi-channel customer service experiences across the US, Canada, and LATAM. This role focuses on creating a seamless and inspiring product experience for customers, driving performance through a high-performing team, and optimizing revenue streams through customer service initiatives. The position requires strategic vision, leadership, and the ability to implement change within the customer service environment.

Requirements

• Extensive experience leading customer service teams and strategies.
• Experience in multi-lingual and multi-market customer service operations.
• Leadership experience in contact center management and third-party relationships.
• Experience in a Direct-to-Consumer, eCommerce environment.
• Strong commercial awareness and ability to design and deliver long-term success.
• Exceptional people management and leadership skills.
• Strong analytical, organizational, and planning abilities.
• Confident communicator with strong influencing skills.

Nice To Haves

• Experience with systems deployment and digital transformation in customer service.
• Ability to work in a fast-paced and challenging environment.

Responsibilities

• Create and deploy a vision for continuous development of the Customer Service experience.
• Lead and develop high-performing Customer Services teams across the Americas markets.
• Set the strategic vision for the Customer Services teams and establish quality standards.
• Optimize and drive revenue through the Customer Service experience.
• Act as the subject matter expert in customer service operations and contact center functionality.
• Manage budgetary control for Contact Centers across all Americas markets.
• Develop accurate multi-channel forecasts for the Americas Contact Centers and Service Centers.
• Collaborate with senior leaders across US, Canada, and LATAM markets to promote effective communication.
• Create and own the People Plan across the Contact Center for Dyson and non-Dyson employees.
• Review insights from customer satisfaction surveys to enhance customer experiences.

Benefits

• Wellness program
• Commuter assistance
• Health savings account
• Caregiver leave
• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Wholesale Trade Agents and Brokers
• Education Level: No Education Listed