Delivery Manager

Job description

This role is fully on-site (5 days per week) in our Istanbul HQ office in Atasehir. Role Summary: 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 improv...