What are the responsibilities and job description for the Executive Escalations Manager position at Dyson?
About Us
Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.
We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.
About The Role
We’re looking for a people-focused Manager to lead our Executive Escalations Specialists. This role is about empowering a team of skilled Dyson experts to deliver exceptional, white-glove service to Dyson owners, resolving high-level escalations and legal customer complaints with an eye for detail and continuous improvement. You’ll be responsible for team performance, operational excellence, and driving a culture rooted in ownership and customer-centric problem-solving.
Key Responsibilities
Benefits
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial Benefits
Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.
We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.
About The Role
We’re looking for a people-focused Manager to lead our Executive Escalations Specialists. This role is about empowering a team of skilled Dyson experts to deliver exceptional, white-glove service to Dyson owners, resolving high-level escalations and legal customer complaints with an eye for detail and continuous improvement. You’ll be responsible for team performance, operational excellence, and driving a culture rooted in ownership and customer-centric problem-solving.
Key Responsibilities
- Team Performance & Coaching
- Lead, support, and develop a team of Executive Escalations Specialists at the global scale.
- Set clear daily, weekly, and monthly objectives, monitor performance against targets.
- Provide real-time coaching and actionable feedback, validating improvements through regular follow-ups.
- Conduct one-to-ones, performance reviews, and support career development.
- Operational Excellence
- Oversee daily workflow, ensuring all executive and legal escalations are handled within agreed timeframes and standards.
- Manage resource planning, scheduling, and ensure coverage for all contact channels.
- Track and analyze escalations and resolution data to spot trends, ensuring reporting accuracy.
- Escalation Management
- Act as final point of contact for urgent or highly sensitive executive complaints.
- Collaborate closely with Legal and other specialist teams to resolve complex cases.
- Review and streamline processes, identifying opportunities to improve team performance and customer satisfaction.
- Continuous Improvement
- Proactively identify root causes of escalations and work with the broader team to address recurring issues.
- Lead or participate in special projects and process improvement initiatives as requested by management.
- Foster a culture of innovation—encourage thinking outside the box and experimentation to enhance service delivery.
- Stakeholder Communication
- Serve as escalation point for cross-functional teams; maintain open lines of communication with Legal, Operations, and Executive Leadership.
- Prepare and deliver regular updates on team performance, trends, and improvement actions.
- Proven experience supervising or leading high-performing customer service or escalation teams.
- Deeply skilled communicator—confident managing tough conversations and motivating teams.
- Highly organized, analytical, and detail-oriented; able to juggle competing priorities in a fast-paced environment.
- Strong proficiency in Microsoft Office (especially Excel, PowerPoint, Outlook) and comfort with performance and workflow reporting.
- Experience collaborating with Legal/Compliance teams or handling sensitive complaints is a plus.
- Able to support flexible scheduling, including weekends, evenings, holidays, and overtime.
- Passionate about developing talent, building positive team culture, and championing the Dyson owner experience.
- Must be at least 18 years old.
Benefits
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial Benefits
- 401K with up to a 4% match
- Company paid Life Insurance and AD&D
- Flexible Savings Account (FSA) and Health Savings Account (HSA)
- Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
- Pre-tax Commuter Benefits (applicable areas only)
- Generous Child Care Leave Program
- Wellness Program
- Employee Assistance Program
- Dyson Product Discounts
- Multi-Level Healthcare Coverage Options
- Vision & Dental Coverage
- Company paid Short-Term and Long-Term Disability
Salary : $68,000 - $85,000