Supervisor, Customer Support

Overview 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. Western Digital is a company of problem solvers, with a history of enabling extraordinary accomplishments through technology. We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers under Western Digital®, WD®, and WD_BLACK™. We are a key partner to organizations worldwide, supporting data centers, urban systems, and AI-driven storage needs. 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 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. It 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. Responsibilities Day-to-day operations: Manage 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: Design and deliver training for GCSS agents (new hires, customer service, social media). Maintain and update internal knowledge base for 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 / Responsibilities AI strategy in support: Define and operationalize the AI roadmap for customer support, including virtual agents, agent assist/copilots, knowledge retrieval, and intelligent routing. Virtual agent excellence: Collaborate 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: Use speech and text analytics, auto-QA, and sentiment analysis to increase coverage and consistency of evaluations; coach teams with data-driven insights. Forecasting and WFM: Apply 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 & 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. Compensation & Benefits Salary Range: 61,200.00 - 81,600.00 Open to Candidates in San Jose, CA and Irvine, CA. 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 race, color, ancestry, religion, sex, gender identity or expression, age, national origin, sexual orientation, disability, or other legally protected characteristics. Our non-discrimination policy applies to all aspects of employment. We comply with applicable laws and regulations. Our pay transparency policy is available here. Western Digital thrives on diversity and inclusion; we are committed to an inclusive environment where every individual can thrive. We encourage applicants with disabilities and provide accommodations. Please contact View email address on click.appcast.io with your accommodation request, including job title and requisition number. Based on our experience, we anticipate the application deadline will be 06/03/2026 (3 months from posting), but we reserve the right to close the process sooner if we hire earlier. If we do not hire for this role before the deadline, we will update the posting. Notice To Candidates : WD will never request payment as a condition for applying for a position or receiving an offer. If you encounter such requests, report them to WD Ethics Helpline or View email address on click.appcast.io. Compensation & Benefits Details Salary determination factors include education, qualifications, certifications, experience, skills, location, and organizational needs. The stated salary range is applicable to roles performed in California, Colorado, New York, or remote work in those states; ranges may change over time. Non-exempt employees may be eligible for overtime pay and shift differential, depending on the shift and policy. You may be eligible for incentive plans and long-term incentives where applicable. Benefit packages include paid time off, health/dental/vision insurance, life and disability coverage, FSA/HSA, EAP, retirement plans, and other benefits. Note: Compensation terms are subject to change and not a guarantee until earned and documented per company policy. End of description. #J-18808-Ljbffr