Supervisor, Customer Support

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 learningdriven 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

Bachelors degree or equivalent experience with 5 years 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 persons gender identity gender expression and gender-related appearance and behavior whether or not stereotypically associated with the persons 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 to advise us of your accommodation 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 employees 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 WDs 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 WDs 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 Companys sole discretion unless and until paid and may be modified at the Companys 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 .

Remote Work :

No

Employment Type :

Full-time