Delivery Lead at Dyson

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

0.0

Posted On

20 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Performance management, Vendor management, Contact centre operations, Data analysis, Stakeholder management, Process improvement, Customer experience, SLA management, KPI tracking, Change management, Microsoft Excel, Business intelligence, Coaching, Strategic planning, Escalation management

Industry

electrical;Appliances;and Electronics Manufacturing

Description

About Us At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional. About the Role The Delivery Lead is responsible for end-to-end operational oversight of ANZ’s outsourced contact centre operations in the Philippines, Manila; ensuring exceptional customer experience, strong commercial outcomes, and consistent delivery against service and sales KPIs. This role acts as the primary interface between Dyson and Concentrix, driving performance, innovation, cost efficiency, and customer-centric transformation across all customer contact channels. Main responsibilities include but not limited to:- Lead daily and ongoing performance management of Concentrix team in Manila across voice and non-voice channels, ensuring consistent achievement of KPIs, SLAs, sales, and conversion targets Monitor real-time and trend-based operational metrics to proactively identify risks, resolve issues, and optimise service levels Ensure operational consistency aligned to Dyson’s customer experience standards, tone of voice, and brand values Review contact centre service levels and collaborate with vendor leadership to close performance gaps Maintain clear documentation of escalations, corrective actions, and resolution timelines Act as the primary point of contact for Concentrix, driving accountability through structured reviews, feedback, and continuous improvement initiatives Govern vendor reporting, SLA tracking, and performance dashboards to ensure accuracy and transparency Communicate and operationalise updates related to strategies, offers, policies, and market standards Partner closely with internal stakeholders and cross-functional teams to ensure alignment and seamless execution Champion low-effort, high-impact customer interactions across all contact channels Review NPS verbatim and customer feedback to identify insights, root causes, and improvement initiatives Identify systemic and localised customer experience issues, ensuring timely escalation and resolution Provide guidance on complex customer and owner escalations to ensure prompt and effective outcomes Partner with Concentrix on QA calibration activities, ensuring consistent quality standards and documented actions Partner with Training teams to develop product training, learning roadmaps, refresher programs, and post-training evaluations Capture and report emerging product reliability, safety, quality, and liability risks to relevant stakeholders Identify and drive process improvements, automation, and digital initiatives to enhance customer journeys and operational efficiency Support CRM development and optimisation, ensuring customer service requirements are embedded in system design Maximise use of technology and analytics to improve both customer experience and cost efficiency Provide SME support for contact centre system issues and tool adoption Identify revenue opportunities through service-to-sales, accessories, and machine sales, supporting the development of the contact centre as a profit centre Review and recommend initiatives to improve productivity, reduce operating costs, and optimise service delivery models Develop efficient and scalable customer service operating models balancing customer outcomes, cost, and owner experience Ensure Customer Service is represented in business strategies, market plans, and new product development discussions Share operational insights with QA, Training, and Market teams to inform service design and continuous improvement Foster strong internal communication and promote a customer-first culture across teams Consistent achievement of SLAs, KPIs, NPS, sales, and conversion targets Strong vendor performance and continuous improvement outcomes Measurable gains in customer experience, efficiency, and cost optimisation Effective escalation management and cross-functional collaboration High-quality service delivery aligned with Dyson brand standards About You To be successful inf this role you will have strong analytical, problem-solving, and process improvement skills, with a focus on business process optimisation and reengineering. You have excellent communication and influencing skills, capable of engaging stakeholders at all levels, both internally and externally and strong interpersonal skills with the ability to build and maintain effective relationships across all levels of the organisation. Previous skills & experience:- Experience in managing outsourced customer service operations with strong leadership, coaching, and team motivation capabilities Strong understanding of contact centre operations, including workload prioritisation, resource and planning cycles, and key metrics such as CSAT, AHT, CES and FCR Proven ability to analyse numerical data and performance trends to develop actionable improvement plans Technically and digitally minded, with a strong understanding of evolving customer expectations and contact centre technologies Advanced proficiency in Microsoft Excel, BI tools, and Microsoft Office (Word, Outlook, SharePoint), with strong reporting and presentation capabilities Demonstrated experience driving, implementing, and managing change in fast-paced, dynamic environments 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. At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas.

Responsibilities

The Delivery Lead oversees outsourced contact centre operations in Manila, ensuring exceptional customer experience and consistent achievement of service and sales KPIs. This role acts as the primary interface with the vendor to drive performance, innovation, and operational efficiency.