Delivery Manager, Outsourced CX Operations

Dyson GmbH; Chicago (IL); On-site; USD 81,000 - 101,000; Full time

Benefits offered by this job

401K match

Life Insurance

FSA/HSA

Paid Time Off

Transit benefits

Child Care Leave

Wellness program

Disability insurance

Job summary

Dyson's US headquarters in Chicago seeks a Delivery Manager to oversee day-to-day performance at outsourced customer service sites, ensuring high-quality service with minimal effort across markets. You will collaborate with vendor leadership, monitor KPIs, drive improvements, and help implement new processes and training to boost agent performance and customer outcomes.

This role reports to the Americas Talent Acquisition and requires strong stakeholder management and data-driven decision making

Qualifications

• Experience managing or supporting outsourced customer service operations.
• Strong understanding of contact center metrics and operational levers (CSAT, AHT, FCR).
• Proven ability to work collaboratively with external partners and internal stakeholders.

Responsibilities

• Oversee 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 with vendor site leadership to drive accountability and shared success.
• Support implementation of new processes, tools, and training to improve agent performance.

Skills

Outsourced operations

Contact center metrics

Stakeholder collaboration

Communication skills

Job description

Dyson's US headquarters in Chicago seeks a Delivery Manager to oversee day-to-day performance at outsourced customer service sites, ensuring high-quality service with minimal effort across markets. You will collaborate with vendor leadership, monitor KPIs, drive improvements, and help implement new processes and training to boost agent performance and customer outcomes.

This role reports to the Americas Talent Acquisition and requires strong stakeholder management and data-driven decision making