Technical Customer Support - Digital Transformation

Company Description

At Western Digital, our history is rich. Our customer-base is prolific. Our patent portfolio is one of the most valuable in the world. And, we are charting an exciting future as we “Create what’s next.” It’s an opportunity-rich time to be at Western Digital (WDC), and it’s through our mission of unlocking the potential of data by harnessing the possibility to use it that we’ll achieve our purpose of being the world’s iconic data storage company. At the core of this digital transformation is a focus on human potential. Be part of the People Solutions (Human Resources) team leading the way for how we attract, develop, and engage talent to live out our values of thinking big, creating possibility, making it happen, and doing it together.

It’s through cutting edge technologies that position us as a leading innovator in data storage that impact the lives of billions of people every day. Join the People Solutions leadership team, as VP, People & Business Partner, providing strategic people consultation to the leaders of our Flash Business and Technology & Strategy group. In this role, you will report to the Chief People & Inclusion Officer and lead a team of People Partners. You will partner with the business to execute and realize the goals of our people strategy and support the strategic direction of the talent development and enablement needs of a fast-changing industry and global workforce.

Job Description

In the role of 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

WD COMMITMENT TO DIVERSITY

At Western Digital, we thrive on the power and potential of diversity. As a global company, we believe that the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe that the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect, and contribution.

Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at