Customer Support - Digital Transformation Program Manager

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

In the role of Customer Support - Digital Transformation Program Manager, your work will be one of discovery and execution. You lead with data and have the ability to build business cases and help prioritize which digital workflows would be most beneficial to driving effortless customer experiences. Your work will help us answer key questions, including how to drive more efficient and effective digital and direct customer support experiences, improve overall cost to serve metrics, achieve both short and long term business objectives, optimize support channel efficiency, and better measure our support operations and sentiment performance. You will be responsible for putting these insights into action through your hands on expertise and execution using CCAAS platform tooling. You will also lead discussions and drive alignment with technical as well as non-technical audience(s). 

Responsibilities:

• Define and drive chatbot and voice IVR strategy targeted at driving self-service/automation of high volume/low effort interactions

Administrative duties in managing the CCAAS platform, including role defined user access, onboarding of new users & basic training on usage.

• Implementation of cross channel digital workflows (voice/chat/messaging, etc)

• Optimize initiatives that result in reduced customer effort within chatbot and increased customer sentiment scores based on feedback from customer insights and CCAAS analytics

• Create and maintain a roadmap for A/B tests to help increase sales and self-service conversion and increased user engagement

• Employ voice of customer insights from surveys, usability testing and contact center operations to inform digital strategy and product roadmaps

• Drive operational excellence initiatives with a data centered approach to ensure consistent and effective performance

• Collaborate with engineering and other cross-functional teams to scale, optimize and automate processes

• Drive the development of self-service tooling to empower customers to resolve issues on their own and with minimal effort

Qualifications

Requirements:

•BA/BS from accredited institution

•2+ years of hand on experience in design, configuration, development, and support of conversational IVR’s using CCAAS platform tooling

•5+ years of experience in contact center operations

•Excellent written and verbal communication skills 

•Entrepreneurial attitude and spirit - should be able to think and build business use cases by analyzing data 

•Curious, organized, detail oriented, and excellent project management skills

•PMP or Six Sigma certification (nice to have)

Additional Information

Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status,