Summary
- Salary
- Competitive
- Team
- Customer Service and Inside Sales
- Location
- Singapore - St James Power Station Headquarters
About Us
Dyson employs over 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. Research, Design and Development is the heart of Dyson products. Our people are focused on enabling hardware and software to work together, developing intelligent machines which understand and react to their environment to deliver superior performance. To this end, we invest over £7m per week into research and development and have over 200 live technology projects as well as 50 active research programmes with 40 universities. We plan to spend £100m over the next three years on external technology investments and have pledged to invest £1bn in the development of next generation battery technology. There is plenty to talk about.
About the Role
We are seeking an experienced Head of Contact Centre and Repairs to join our team. In this role, you will be responsible for defining, developing and driving the transformation of global customer service and repairs operations. Your expertise will play a critical role in ensuring the regional service team adapts to the global strategy, directive and standards.
You will be responsible for:
Define and develop global aftersales strategy, policies, operating models and formats, frameworks and standards for contact centre and repair operations to achieve the overall company’s objectives and blueprint
Accountable for the driving the effective implementation and performance of the regional service teams to these global strategy, directives and standards
Drive transformation of service operations from cost centre, revenue generating to profit centres while achieving world-class service experiences to our customers
Work closely with IT, product owners, regions and 3rd party vendors to capitalise on digitalisation, RPA, machine learning, analytics tools to drive needed transformation from cost optimisation, revenue, operational excellence and customer satisfaction
Ensure the operational delivery of the agreed service standards across all Service channels (contact centre, repair, digital and self-serve) and regions, proactively managing teams on mitigation/ improvement plans where standards and compliance are not met
Led the operational audits programmes and work with the regions to ensure their contact centre and repair operations, whether in-house or outsourced are optimised and compliant within agreed Group standards across quality, cost, process and health & safety
Manage strategic third-party vendor relationships, MSA and performance
Defining and executing on initiatives to increase NPS and overall Owner satisfaction YoY via effective global governance to drive alignment on any transformational or technology requirements/plans.
Ensuring Aftersales scales to meet the needs of an expanding Owner base in the most cost-effective way, driving down the relative costs of customer service YoY
Accountable for driving adoption of digital capabilities, to increase the profile of self-service through AI, Automation, Machine learning to demonstrate continuous improvement in digital share of activity in regions
About You
A good degree in Business, Engineering and related discipline
Demonstrated contact centre experience in operations, strategy and policies development and vendor management, preferably with a global customer fronting organisation
Proficient in contact centre and repair operations policies, processes, quality assurance, training, workforce management, performance matrix and systems
COPC, 6-sigma, project management and other related qualification would be an added advantage
Proven successes to drive service transformation and from cost centre, revenue generating to profit centre
Possess strong business process and operations analytics skills
Familiarity with contact centre and repair operations technology to drive down costs and drive value
Experience working in global roles driving performance and transformation in regions
Management of inhouse and outsourced operations; deep understanding of the outsourcing journey
Strong influencing and collaboration skills, managing diverse stakeholders
Operational excellence, solving problems within set parameters
Possess excellent communication, collaboration and relationship management skills
Ability to plan, multi-task and manage time effectively
Ability to work in a fast paced and challenging environment
Willingness and ability to travel internationally
Experience in working with international teams, across culture and languages
Attentive to details
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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.
