Supervisor, Customer Support

About the role

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.

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

Qualifications

• 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.

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.