Head of Repair Experience - US, Canada & Mexico

About the role

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 Stores 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. The Head of Repair Experience is responsible for the strategic management of Dyson's North American repair network - including the US, Canada, and Mexico - spanning 30 Dyson Service Centers, third-party providers, and indirect retail partners. You'll drive customer experience innovation, operational transformation, and frontline engagement in line with Dyson's commitment to excellence in every market. This role balances day-to-day network management, technical support, and long-term process improvement. Reporting to the Global Repair Experience Director, you'll spend time with teams across these three countries, dividing your efforts between field engagement (~30% travel) and office-based leadership. Most impact will be in the US, but Canada and Mexico are essential to your remit and growth strategy. Main Accountabilities 1. Grow Customer Love Oversee customer direct and dealer repair processes with attention to both ease and satisfaction. Partner with Retail to execute Service in Retail programs, achieving 70% of customers served within 30 minutes . Pivot RTB (Return to Base) traffic to walk-in, maximising direct engagement. Continually improve turnaround times, targeting . Launch and deliver Phase 1 & 2 of "Never Without Your Dyson" (NWYD), elevating US service standards. 2. Operational Ease in Top US Markets Optimise the RTB experience and communications in priority US markets. Support development and execution of tactical RTB messaging and booking solutions based on customer insights. Deliver measurable improvements in RTB 'Ease' scores. Ensure operational input and alignment for any new initiatives or pilots within the repair network. 3. Customer Excellence in the US Execute and expand pilots with key Indirect Retail partners (e.g., BestBuy AMS), exceeding coverage and satisfaction targets. Maintain a strong US service culture, ensuring each owner's needs are met via both direct and partner networks. 4. Profitable Growth & Process Optimisation Own the Dyson Service Center (DSC) operating model: drive consistency, implement best practices, and optimize merchandising. Lead annual budget creation, P&L management, and cost control - while developing opportunities for service-led revenue. Constantly review repairs, exchange rates, charging models, FOC/warranty adherence, and performance versus 2026 goals. Maximize repair rates, reduce unnecessary exchanges, and expand the network strategically in line with business objectives. 5. New Product Development (NPD) Support and Delivery Support cross-functional teams to ensure all service-critical requirements (spares, repairability, refurbishment) are delivered for new product launches. Oversee service readiness and guarantee solutions are in place at launch, achieving targets for on-time delivery and market availability. Provide operational input and technical expertise to enable best-in-class go-to-market execution for all new products. 6. People and Engagement Establish and run regular engagement forums (bi-monthly US technician forums), and deliver a quarterly "Repair Experience" newsletter. Foster a "one team, one plan" culture, supporting capability building, cross-functional knowledge sharing, and frontline empowerment. Ensure teams operate daily with the 'Iconic Service Goal' at the core. Additional Responsibilities Collaborate with Sales, Marketing, Customer Service and Digital to support expansion, site selection, and owner learning across service operations. Oversee the entire service and warranty network, including third-party and regional repair contracts, working closely with global partners. Manage and continually optimize all service systems (e.g., Dyson X-Net, Central US systems), including process flows for new and terminated dealers or service centers. Deliver service network staff management, ongoing technical training, and process improvement. Support and train partners in warranty claim submittal, oversee claims intake and audits, and maintain claim data integrity. Provide technical support -including diagnosis, troubleshooting guidance, and real time technical bulletins - for internal teams and partners. Capture and escalate emerging product reliability or safety issues, ensuring proactive resolution. Continuously evaluate network needs and innovation opport

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