Project Manager of Customer Experience

Starting salary will be based on experience and credentials.

Chicago, IL

Description

The Customer Experience Project Manager is responsible for leading a range of projects in a fast paced environment on the Customer Experience team.  These projects include but are not limited to company initiatives and ad-hoc requests from the Sr. Director.The ideal candidate will also proactively seek and lead continuous improvement process initiatives. 

Market Overview

Dyson is a global technology company. Using a desire to make things work better as a catalyst for invention, our team of 3,000 engineers and scientists are passionate about developing technology that solves the problems others often ignore. From the world’s first bagless vacuum cleaner, to hand dryers that use 420mph sheets of air to remove moisture from hands, to a completely re-thought hair dryer with its motor in the handle, we are relentless about engineering better solutions. Dyson spends $8.8million a week on research and development and works with more than 40 universities worldwide to develop early-stage technologies.

 

Dyson launched in the US in 2002, with the DC07 vacuum cleaner. Within 2 years, it was market share leader. Now, the US team is nearly 1,000 strong, with offices in Chicago, IL; Aurora, IL; San Francisco, CA; and Dyson people around the entire country. And we are still growing. Dyson US is poised to double its footprint, and take on new categories. Already a target for our competitors, challenging times are ahead. And our battle-hungry US team is fired up.

Function Overview

Our Customer Service team epitomises Dyson's problem–solving ethos. There's no query our teams can't answer. And there's no fault our Field Service engineers can't fix. It requires in–depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson's latest machines – and frequently sell products as well as solve problems. Driven to turn owners into passionate advocates of the brand, our team is constantly evolving to make each experience rewarding.

Accountabilities

Manage Customer Experience Projects

  • Payment Card Industry (PCI) Compliance
    • Source and implement card-masking solutions across all service channels to exceed card-holder compliance protocols.
  • Lead CRM/Payment Suite Integration so that our system has the capability to:
    • Augment Customer Experience Specialist engagements
    • Derive CRM data-based operational highlights
    • Deliver personalized experiences
    • Power Self-Service
  • Lead artificial intelligence to offer the most benefit to existing live chat operation.
  • SMS Service Channel integration
    • Test new SMS service channel
    • If successful, optimize with Augment
  • Other projects as needed to optimize the Customer Experience channel including but not limited to company initiatives and ad-hoc requests requested by the Sr. Director.

 

Drive all Customer Experience Projects to Successful Completion

  • Schedule and facilitate planning sessions, status meetings and working sessions to move the team forward and focus on a successful outcome.
  • Support and guide the leadership team to promptly and thoroughly implementing and communicating all business and operational changes to impacted departments.
  • Build and administer each project’s Project Calendar to ensure on-time delivery.
  • Act as a focal point for the team and facilitate collaboration and progress by resolving requests/issues, removing barriers, and being an expert problem solver.
  • Identify risks within projects and across teams, generate solutions and recommendations to address the issues.
  • Provide visibility to team status and issues to management.
  • Promote a collaborative team environment that fosters creativity and innovation.
  • Continually improves processes in order to maximize throughput with a business focus approach.

 

 

           

 

Skills

•In-depth knowledge of customer relationship management software and call management systems required; SAAS, Avaya, SAP, Siebel, CRM etc.
•Intermediate-level user of the following MS Office programs required:  Excel, PowerPoint, and Word.
•BA or BS degree required.
•Master’s degree or MBA a plus

•Ability to understand the Dyson brand and uphold its integrity
•Dynamic and enthusiastic personality, combining flexibility and creativity
•Ability to offer solutions to various IT related problems, at times when under pressure
•Self-motivated, dynamic and results-driven
•Inquisitive, proactive and innovative
•Assertive
•Strong leader and strong service management skills
•Willing to be flexible in tasks and activities taken on
•Thrives on change.
•Sensitive to cultural differences across Dyson Worldwide
•Attention to detail without losing bigger picture

Benefits Overview

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fueling and realizing ambition.

Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.

Posted: 7-Feb-2018

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