Customer Support - Digital Transformation Program Manager

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

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)

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, 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 Equal Employment Opportunity is the Law poster.

Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe 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 [email protected] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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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 cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Western Digital’s Standard Terms and Conditions for Restricted Stock Unit Awards.
• We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Western Digital Savings 401(k) Plan.
• Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.