About the role
We are seeking a talented individual to own customer launch readiness for New Product Development (NPD) and to drive strategic change in this area working across the Customer function. You will be the voice of the owner across the product lifecycle for a portfolio of new products, assuring service readiness at launch while also shaping and delivering high impact change that elevate the end-to-end ownership experience and our approach to NPD readiness.
Operating globally in a matrix across new product development, service design, Go to market, Quality, Digital teams and more, you will set governance, orchestrate cross‑functional execution, and deliver measurable outcomes. This role balances near‑term delivery (launch readiness) with long‑term capability building (operating model, processes and value stream improvements).
Key responsibilities:
1) Product/NPD Launch Readiness
- Champion our owners throughout the NPD lifecycle: embed owner journeys and service needs from concept to post launch, encompassing the end to end lifecycle of an owners product ownership
- Project assessment and definition: Lead the assessment of new projects by collating and evaluating critical project information to define NPD readiness requirements, clearly identifying new elements, areas of change, and the appropriate scope of activities for each project or new category.
- Integrated planning: build end to end readiness project plans, identify and manage the critical path and inter-dependencies at portfolio level. Identify and proactively manage risks and issues to ensure transparency, and resolve cross‑functional constraints and trade-offs at pace
- Readiness governance: brief and manage cross functional multi site global teams, track projects, chair readiness forums and surface pass/fail recommendations to product milestone gateways. Establish new support models and ensure we are ready to deliver them. Continuously evolve our governance approach to ensure accountability and optimum integration across the functions.
- Development Partners: Represent the cross organisational team with our development partners, supporting negotiations on key contract topics to ensure we secure the right foundations for strong long term relationships
- Operational readiness in markets: support and track key market readiness activities, ensuring our owners can self serve, and our support teams have everything they need to care for our owners from day 1.
- Launch monitoring and handover: Represent our owners in early life monitoring activities and ensure early stage improvements are delivered. Ensure the smooth closedown of NPD readiness activities and their handover to ‘business as usual’
- Performance & Reporting: track appropriate launch readiness KPIs, publish readiness reports and brief stakeholders on all products across the NPD readiness portfolio. Prepare summaries for all levels, integrated right up to executive level.
2) Strategic Change
- Change leadership: lead multi-initiative portfolios of change projects to ultimately improve our owners’ experience, using Agile / waterfall / hybrid methods as appropriate. Define objectives and key results, business cases where relevant, and structured plans for delivery and adoption
- Process design: create and re-engineer cross team processes with the opportunity to support better owner outcomes - to improve experience, speed, and cost to serve
- Product Creation Framework: Evolve the product creation framework for After Sales & Support to ensure clear responsibilities and accountabilities across functions involved in NPD readiness, while retaining customer function ownership of the end to end owner experience
- Continual Improvement: Capture lessons learnt and key data insights and ensure we continually evolve what we do and listen to our owners to deliver exceptional customer experiences from day 1
About you
- Proven portfolio delivery leader with experience working in global customer support environments with a passion for our owners and for delivering of world class services
- Outstanding programme/project management capabilities, to deliver projects, cross portfolio programmes and strategic change (typically 5+ years)
- Demonstrable matrix leadership of project managers and workstream leads, coaching best practice and elevating cross functional delivery
- Creative problem solver with a bias for action. Strong attention to detail when it matters, with the ability to zoom out and prioritise
- Excellent communication and governance – including concise reporting through all stakeholder levels and clear decision framing
- Advanced use of Microsoft tools; familiarity with project/portfolio tools (e.g. Jira) and an ability to adapt and learn new ones as required
- Qualifications: Degree or equivalent experience; APM/PRINCE2/Scrum/Agile certifications preferred.
#LI-CY1
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.
Skills Required
- Proven portfolio delivery leadership in global customer support environments
- Outstanding programme/project management capabilities with typically 5+ years' experience
- Matrix leadership of project managers and workstream leads
- Experience leading multi‑initiative change portfolios using Agile, Waterfall, or hybrid methods
- Ability to design and re‑engineer cross‑team processes and operating models
- Excellent communication, governance, and concise stakeholder reporting skills
- Advanced use of Microsoft tools and familiarity with project/portfolio tools (e.g., Jira)
- Degree or equivalent experience
- APM, PRINCE2, Scrum, or Agile certifications
Dyson Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Dyson and has not been reviewed or approved by Dyson.
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Healthcare Strength — Medical, dental, and vision offerings are broad, paired with company‑paid life and disability coverage, plus EAP, backup care, and wellness incentives. Employer‑funded healthcare dollars and premium‑discount or Lifestyle Spending Account options further enhance coverage value.
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Retirement Support — A 401(k) with a company match is consistently advertised on U.S. postings. This provides predictable retirement support across roles.
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Wellbeing & Lifestyle Benefits — Wellbeing programs, commuter benefits, and notable product discounts supplement core coverage. Wellness incentives and a Lifestyle Spending Account expand lifestyle support beyond medical plans.
Dyson Insights
What We Do
At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs over 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas
