Project Manager, Digital Customer Experience

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 and capture the first-ever picture of a black hole.

We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers alike under our Western Digital®, WD®, and WD_BLACK™.

We are a key partner to some of the largest and highest-growth organizations in the world. From enabling systems to make cities safer and more connected, to powering the data centers behind many of the world’s biggest companies and hyperscale cloud providers, to meeting the massive and ever-growing data storage needs of the AI era, Western Digital is fueling a brighter, smarter future.

Today’s exceptional challenges require your unique skills. Together, we can build the future of data storage.

Job Description

Lead critical projects that enhance Western Digital's consumer customer support experience through advanced contact center technologies and telecommunications infrastructure. Drive implementation of AI-powered customer engagement solutions and optimize call center operations to deliver world-class support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Project Leadership
• Manage end-to-end implementation of Contact Center as a Service (CCaaS) enhancement projects
• Lead deployment and optimization of AI chatbot and AI IVR (Interactive Voice Response) solutions
• Drive call center telecommunications infrastructure upgrade projects
• Develop project plans, timelines, budgets, and resource allocation strategies
• Coordinate cross-functional teams including IT, Operations, Vendor Management, and Customer Support
• Technology Implementation
• Oversee AI-powered customer engagement tools to improve first-contact resolution and customer satisfaction
• Implement and optimize CCaaS platform capabilities (voice, chat, email, social channels)
• Manage telecom infrastructure projects including VoIP, routing systems, and network optimization
• Ensure seamless integration between new technologies and existing systems
• Monitor and report on technology performance metrics and ROI
• Stakeholder Management
• Partner with Call Center Operations to understand business requirements and pain points
• Collaborate with IT and Security teams to ensure compliance with WD standards
• Manage vendor relationships for CCaaS and telecom service providers
• Present project status, risks, and recommendations to program management and leadership
• Facilitate training and change management for new technology rollouts

Qualifications

REQUIRED

• Demonstrated project management experience, preferably in contact center or customer service environments
• Hands on experience managing CCaaS platform implementations or migrations
• Proven track record implementing AI/ML solutions (chatbots, voice bots, automation)

SKILLS

• Experience with telecom infrastructure projects in enterprise environments
• Background managing complex, multi-stakeholder technology initiatives

Additional Information

Western Digital is committed to providing equal opportunities to all applicants and employees and will not discriminate against any applicant or employee 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, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the "Know Your Rights: Workplace Discrimination is Illegal” poster. Our pay transparency policy is available here.

Western Digital thrives on the power a