Sr. Digital Strategy PM - Global Consumer Support

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that. Our technology helped people put a man on the moon.

We are a key partner to some of the largest and highest growth organizations in the world. From energizing the most competitive gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world’s biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.

Binge-watch any shows, use social media or shop online lately? You’ll find Western Digital supporting the storage infrastructure behind many of these platforms. And, that flash memory card that captures and preserves your most precious moments? That’s us, too.

We offer an expansive portfolio of technologies, storage devices and platforms for business and consumers alike. Our data-centric solutions are comprised of the Western Digital®, G-Technology™, SanDisk® and WD® brands.

Today’s exceptional challenges require your unique skills. It’s You & Western Digital. Together, we’re the next BIG thing in data.

Job Description

Overview:

Our Consumer Support Digital Strategy team is looking for a leader to help define and execute against a strategy which will digitally transform the way we are delivering support to our consumers - looking to drive engaging and enriching experiences through intuitive automation.  This working leader will roll up their sleeves to engage in work planning and execution alongside their team.  They are data led and understand the power of data in storytelling - they use this approach to seek, elevate, and chart the course for continuous improvement initiatives.  This leader will leverage their experience in building and fostering strong cross functional relationships, influencing without authority, and leveraging data driven insights to build impactful business cases and drive work execution.  This leader possesses a learning mindset and embraces and enjoys coaching team members and nurturing and supporting them to achieve their full professional potential.   

-This function serves to optimize the top of the funnel at the get help stage of the customer journey, employing every opportunity to help reduce customer effort through digital empowerment.

-Supporting agent agility and proficiency through digital tooling and agent self service improvements/quality management.

CX Journey Management:

-Develop and deploy a customer listening strategy that covers several intervals in the customer journey, identifying, evangelizing, and executing project management for identified opportunities in CX improvement across the journey, working with a broad spectrum of cross functional partners.

People Leadership:

-Assess and support the development needs of the Digital Strategy program team members and research and educate team and cross functional partners on latest CX trends and delivering thought leadership.

Qualifications

-5-10 years CX program management work experience

-2-5 years direct leadership experience

-Excellent written/verbal communication, presentation development and delivery, and organizational skills 

-BA/BS or equivalent industry experience

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Compensation & Benefits Details

• An employee’s pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.
• The salary range is what we believe to be the range of possible compensation for this role at the time of this posting.  We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York.  This range may be modified in the future.
• You will be eligible to participate in Western Digital’s Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance.  Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or ca