This role is fully on-site (5 days per week) in our Istanbul HQ office in Atasehir.
The Customer Service Delivery Manager 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, optimised, 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 optimise service levels.
Ensure operational consistency and adherence to Dyson’s customer experience expectations.
Vendor Collaboration
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 escalate systemic issues or opportunities for improvement.
Ensure that Dyson’s tone of voice and brand values are reflected in every customer interaction.
Insight & Escalation
Share operational insights and learnings with Dyson’s Process, Training, and QA teams to inform future improvements in service design and training content.
Flag localised issues impacting customer experience to relevant market teams, ensuring timely escalation and resolution.
Skills & Experience
Experience managing or supporting outsourced customer service operations, ideally across multiple sites or regions.
Strong understanding of contact centre 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 optimisation.
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.
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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.
Dyson solves real-world problems and creates better products through the application of engineering, science, design and creativity. It is a family-owned, global technology company, founded by Sir James Dyson who remains at the helm alongside his son Jake.
Since inventing the first cyclonic bagless vacuum cleaner, the DC01, Dyson has consistently invested in research and development to improve its products and technologies radically. Dyson offers products across a growing range of areas: floorcare, air purification, robotics, haircare including formulations, lighting, hand drying, and most recently audio. Dyson continues to expand into new areas.
Today, Dyson sells products in more than 80 markets, has 450 Dyson stores worldwide and is available in all major technology and beauty retailers. Dyson has global headquarters in Singapore and major technology campuses in Singapore, the UK, Malaysia, and the Philippines. Its global team of engineers, scientists and software developers are focused on developing technology-enabled products which work better and which people love to use. Key areas of focus have included high-speed electric digital motors, sensing and vision systems, robotics, machine learning and aerodynamics.
Beyond products, to encourage an inventive future, Dyson is also inspiring the next generation of engineers and inventors through the Dyson Institute of Engineering and Technology, the James Dyson Foundation and the James Dyson Award.
The Dyson family applies its problem-solving approach in other fields, and established Dyson Farming in 2012. It is one of the largest farming businesses in the UK, extending to 36,000 acres across Lincolnshire, Oxfordshire, Gloucestershire and Somerset. It is a family-owned enterprise unlike any other, focussed on long-term investment in British farming and the countryside to grow tasty and nutritious food.
