Vice President, Customer Service Americas

Company: Dyson Institute
Location: Chicago
Posted on: November 14, 2024

Job Description:

Vice President, Customer Service Americas
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Locations: United States - Chicago Office
Time Type: Full time
Posted on: Posted 2 Days Ago
Time left to apply: End Date: November 29, 2024 (27 days left to apply)
Job Requisition ID: JR29549
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
Our Owners are our utmost priority. The Americas Customer Service teams play an invaluable role within this ambition, as direct contact gives us millions of opportunities to create, offer and surprise them with a seamless and inspiring product experience.
The Vice President, Customer Service has direct accountability for the development and delivery of the many multi-channel experiences that we offer our Shoppers and Owners. They will lead a high-performing team to continuously develop and transform our offering into a future-proof, multichannel, scalable and world-class experience for all Dyson Owners today and for years to come.
Accountabilities include:

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• Create and deploy a vision for continuous development and evolution of the Customer Service and Dyson Service Center experience. This will include being responsible for the development and implementation of the Dyson Americas Customer Service strategy to ensure that Dyson differentiates with its service proposition.
  
• Lead and develop a strong, high-performing and driven Customer Services teams across the Americas markets (US, Canada and LATAM), demonstrating the leadership of/experience with implementing change within the CS environment.
  
• Set the strategic vision for the Customer Services teams, establishing the standard of quality and translating these into meaningful and actionable deliverables for each team member.
  
• Optimize and drive the revenue stream through the Customer Service experience by demonstrating strong commercial acumen.
  
• Act as the subject matter expert in the symbiosis between digital OE, CS operating systems, and the day-to-day functioning of a world-class contact center.
  
• Be responsible for the budgetary control for Contact Centers across all Americas markets.
  
• Proactively use insights gained from across the customer service and OE teams to lead the development of an accurate multi-channel forecast for the Americas Contact Centers and Service Centers.
  
• Operate as a senior member of the Dyson Americas leadership team, reporting into the Regional President.
  
• Work collaboratively within a cross-functional matrix organization and build strong and effective working relationships with the senior leaders across US, Canada and LATAM markets.
  
• Work alongside our HR partners to create and own the People Plan across the Contact Center.
  
• Manage the Contact Center budgets on a monthly basis; work with the Finance team to close the books efficiently every month.
  
• Lead the regular review of insights from customer satisfaction surveys and complaints to enhance experiences and raise customer satisfaction scores.
  
• Support the Regional President and Managing Directors in creating a clearly defined and measurable
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