Director, HR Operations - Service Delivery

Summary of the Role:

As a Director, HR Operations - Service Delivery, you will lead a global team located in multiple countries focused on operational excellency, efficiencies and driving customer support through managing our service delivery model to over 40,000 Western Digital employees and leaders. This role leads the team that is on the front line responding to employee inquires as well as evolving and streamline workflows, customer service and increasing overall effectiveness and efficiencies across HR operational processes. This role reports to the Senior Director of HR Experience and Operations. 

Job Responsibilities and Role Accountabilities:

• Strategic Planning and Execution

  • Develop and implement operational strategies aligned with organizational goals.
  • Define service delivery frameworks and performance standards.

• Service Delivery Oversight

  • Ensure consistent, high-quality delivery of services to clients or internal stakeholders.
  • Monitor service level agreements (SLAs) and key performance indicators (KPIs).

• Process Optimization

  • Identify inefficiencies and implement process improvements to enhance productivity and reduce costs.
  • Drive automation and technology adoption for streamlined operations.

• Team Leadership and Development

  • Lead and mentor operations managers and service delivery teams.
  • Foster a culture of accountability, collaboration, and continuous improvement.

• Budget and Resource Management

  • Manage operational budgets, forecasting, and resource allocation.
  • Optimize staffing and capacity planning to meet demand.

• Risk and Compliance Management

  • Ensure compliance with regulatory requirements and internal policies.
  • Mitigate operational risks through proactive planning and controls.

• Stakeholder Communication

  • Act as the primary liaison between operations and executive leadership.
  • Provide regular reporting on performance, challenges, and opportunities.
  • Implement standardized and regular business reviews with key clients in COEs / HR and the business.

• Customer Experience and Satisfaction

  • Drive initiatives to improve client satisfaction and retention.
  • Address escalations and resolve service delivery issues promptly.

• Progressive experience in a role focused on managing an employee or customer call center / service delivery organization,  technology and manufacturing experience preferred.
• Experience leading a global team and working across multiple regions and cultures
• Ability to design, build and deliver process improvements, efficiencies in service of overall operational excellence
• Demonstrated leadership and decision making to foster a culture of trust, respect and inclusion
• Ability to navigate through ambiguity and manage multiple initiatives

WD 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.

WD 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.

Notice To Candidates: Please be aware that WD and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to WD Ethics Helpline or email [email protected].