Supervisor, Customer Support at Western Digital

Irvine, California, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

81600.0

Posted On

06 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Strategy, Service Level Management, Escalation Management, Quality Programs, Omnichannel Experience, Workforce Planning, Vendor Management, Training and Enablement, Knowledge Base Maintenance, Quality Audits, AI Strategy Implementation, Virtual Agent Design, Agent Assist Tools, Speech and Text Analytics, Machine Learning Forecasting, CRM Platforms

Industry

Computer Hardware Manufacturing

Description

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 The Customer Service Supervisor maintains a high bar for service quality and customer satisfaction across our global contact centers and service centers. This role helps define and execute the Global Customer Support strategy across all countries and languages Western Digital supports. Has a strong focus on using AI, analytics, and automation to scale quality, knowledge, and efficiency. You will own service level management, escalations and quality programs for internal teams and third-party vendors, foster continuous education, and partner across functions to deliver world-class customer support. ESSENTIAL DUTIES AND RESPONSIBILITIES • Day-to-day operations: Assist in managing daily call center operations and workforce planning across multiple regions and 10+ languages, ensuring consistent SLAs and a seamless omnichannel experience (voice, chat, email, social, self-service). • Training and enablement: Maintain, design, and deliver training for GCSS agents, including new hire, customer service, social media. Review and maintain and update internal knowledge base to ensure accuracy and consistency. • Global vendor management: Partner with third-party vendors to meet KPIs related to quality, customer satisfaction, and efficiency; drive corrective actions and continuous improvement plans. • Social and product launches: Facilitate new social support programs and product introductions, ensuring teams and bots are trained and ready before launch. • Quality and compliance: Conduct quality audits across channels and regions. Ensure adherence to best practices, privacy and data handling standards, and regional regulations. • Escalations: Support direct customer engagement for internal and external escalations, driving timely, empathetic, and complete resolutions. • Governance and communication: Lead recurring operational reviews and cross-functional calls; attend QBRs as required; surface insights and recommendations to leadership. • Travel: Up to 5%, including international travel as needed AI Integration/ Responsibilites • AI strategy in support: Help define and operationalize the AI roadmap for customer support, including virtual agents, agent assist/copilots, knowledge retrieval, and intelligent routing. • Virtual agent excellence: Partner with product and engineering to design, test, and iterate chatbots and IVR/NLU flows; improve intent recognition, containment rate, and handoff quality. • Agent assist and knowledge: Deploy and maintain AI-powered tools that summarize contacts, suggest next best actions, generate responses, and surface knowledge; maintain prompt libraries and guardrails. • Quality automation: Leverage speech and text analytics, auto-QA, and sentiment analysis to increase coverage and consistency of evaluations; coach teams using data-driven insights. • Forecasting and WFM: Use machine learning–driven forecasting, capacity models, and real-time analytics to optimize staffing and service levels. • Experimentation and measurement: Run A/B tests on scripts, flows, deflection experiences, and knowledge content; track impact on CSAT, FCR, AHT, and cost-to-serve. • Data stewardship: Partner with Security, Legal, and Privacy to uphold data protection, PII handling, and responsible AI principles; maintain model and prompt governance, audit logs, and evaluation frameworks. • Localization at scale: Use translation, transcription, and multilingual NLU capabilities to deliver consistent support quality across languages. Qualifications REQUIRED • Bachelor’s degree or equivalent experience, with progressive experience managing customer service operations in fast-paced, multilingual environments. Consumer electronics experience preferred. • Proven track record running training and/or quality programs across internal teams and outsourced vendors. • Strong communication skills and executive presence; able to synthesize insights and influence cross-functionally. • Organizational excellence: adept at prioritizing multiple projects, coordinating across functions, and driving outcomes under deadlines. • Working knowledge of CRM and CCaaS platforms, online support tools, and MS Office/Office 365. • Practical familiarity with AI in support, such as: – Conversational AI (chatbots/voicebots), speech-to-text, sentiment analysis, auto-summarization – Agent assist/copilot tools, knowledge search/retrieval, prompt design and evaluation – Quality analytics and auto-scoring, interaction analytics, work-intent classification – A/B testing, dashboarding, and KPI instrumentation PREFERRED • Hands-on with one or more of the following (or similar): Salesforce/Zendesk; CCaaS (Genesys, Amazon Connect); WFM/QA (NICE, Verint); conversational AI (Dialogflow, Lex, Azure OpenAI); BI tools (Power BI, Tableau). • Building multilingual support programs and AI-enabled localization workflows. • Exposure to Responsible AI practices, data privacy (e.g., PII handling), and model/prompt governance. Key KPIs and success measures: • Customer outcomes: CSAT, NPS, effort score, complaint rate, FCR. • Efficiency: AHT, cost per contact, schedule adherence, backlog/aging. • Quality: QA scores, auto-QA coverage and agreement rate, policy adherence. • AI impact: bot containment/deflection rate, intent recognition accuracy, agent assist adoption, resolution time reduction, self-serve success rate. • Readiness: training completion, time-to-proficiency, knowledge search success, accuracy and freshness of content. Tools and ways of working. • Embrace data-driven operations: instrument dashboards, set baselines. • Teach and coach: enable teams to use AI safely and effectively. • Document and govern: maintain prompts, flows, and knowledge with versioning, testing, and approvals. • Collaborate globally: coordinate with regional leads and vendors to ensure consistency with local flexibility. 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 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. Based on our experience, we anticipate that the application deadline will be 06/03/2026 (3 months from posting), although we reserve the right to close the application process sooner if we hire an applicant for this position before the application deadline. If we are not able to hire someone from this role before the application deadline, we will update this posting with a new anticipated application deadline. 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. If your position is non-exempt, you are eligible for overtime pay pursuant to company policy and applicable laws. You may also be eligible for shift differential pay, depending on the shift to which you are assigned. You will be eligible to be considered for bonuses under either WD’s Short Term Incentive Plan (“STI Plan”) or the Sales Incentive Plan (“SIP”) 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 WD'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 WD 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. 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]. Job Type (exemption status): Exempt position - Please see related compensation & benefits details below Salary Range: 61,200.00-81,600.00 Business Function: Customer Support Work Location: Irvine Office--LOC_WDT_USCA01 Location (Secondary): San Jose Great Oaks Headquarters--LOC_WDT_USCA23

Responsibilities

This role involves maintaining high service quality across global contact centers by defining and executing the Global Customer Support strategy, focusing heavily on leveraging AI, analytics, and automation for efficiency. Key duties include managing day-to-day operations, overseeing vendor performance, handling escalations, and conducting quality audits across all support channels.