Project Manager, Digital Customer Experience
About The Position
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 Lead critical projects that enhance Western Digital's consumer customer support experience through advanced contact center technologies and telecommunications infrastructure. Drive implementation of AI-powered customer engagement solutions and optimize call center operations to deliver world-class support.
Requirements
- Demonstrated project management experience, preferably in contact center or customer service environments
- Hands on experience managing CCaaS platform implementations or migrations
- Proven track record implementing AI/ML solutions (chatbots, voice bots, automation)
- Experience with telecom infrastructure projects in enterprise environments
- Background managing complex, multi-stakeholder technology initiatives
Responsibilities
- Manage end-to-end implementation of Contact Center as a Service (CCaaS) enhancement projects
- Lead deployment and optimization of AI chatbot and AI IVR (Interactive Voice Response) solutions
- Drive call center telecommunications infrastructure upgrade projects
- Develop project plans, timelines, budgets, and resource allocation strategies
- Coordinate cross-functional teams including IT, Operations, Vendor Management, and Customer Support
- Oversee AI-powered customer engagement tools to improve first-contact resolution and customer satisfaction
- Implement and optimize CCaaS platform capabilities (voice, chat, email, social channels)
- Manage telecom infrastructure projects including VoIP, routing systems, and network optimization
- Ensure seamless integration between new technologies and existing systems
- Monitor and report on technology performance metrics and ROI
- Partner with Call Center Operations to understand business requirements and pain points
- Collaborate with IT and Security teams to ensure compliance with WD standards
- Manage vendor relationships for CCaaS and telecom service providers
- Present project status, risks, and recommendations to program management and leadership
- Facilitate training and change management for new technology rollouts
Benefits
- 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
- the WD Savings 401(k) Plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
