Delivery Manager - Teleperformance Americas

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

Delivery Manager - Teleperformance Americas

Summary

Salary : $80,800 - $101,000 annually + bonus opportunity Job Family : Customer Service and Technical Training Location : United States - Chicago Office

About us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people.Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Stores across the country.

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.

About the role

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, optimized, and improved.

Key Responsibilities:

Operational Oversight

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 optimize 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.

Customer Experience Focus

Champion low-effort, high-impact customer interactions across all channels.

Identify and elevate 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 localized issues impacting customer experience to relevant market teams, ensuring timely escalation and resolution.

About you

Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions.

Strong understanding of contact center 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 optimization.

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.

Address : 1330 West Fulton Street, 5th Floor, Chicago, IL 60607

Compensation : $91,200 - $114,000 annually + bonus opportunity

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

• 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
• Multi-Level Healthcare Coverage Options
• Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at [e-mail] for more information. Dyson is an Equal Opportunity Employer.

#LI-ONSITE

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.