Technical Customer Support
Digital Transformation PM
Posted on 1/20/2024
INACTIVE
Western Digital

10,001+ employees

Disk drive & data storage manufacturer
Company Overview
Western Digital’s mission is to be at the cusp of innovation and to push the boundaries of innovation to make what you think was once impossible, possible. The company has been at the forefront of innovation with the first hard drives and now continues to work on advancements in 3D NAND along with their reliable data solutions business.
Data & Analytics
Hardware

Company Stage

N/A

Total Funding

$932M

Founded

2014

Headquarters

San Jose, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

1%

2 year growth

5%
Locations
San Jose, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Data Analysis
CategoriesNew
Sales & Account Management
Product
Customer Success & Support
Requirements
  • BA/BS from accredited institution
  • 2+ years of hand on experience in design, configuration, development, and support of conversational IVR’s using CCAAS platform tooling
  • 5+ years of experience in contact center operations
  • Excellent written and verbal communication skills
  • Entrepreneurial attitude and spirit - should be able to think and build business use cases by analyzing data
  • Curious, organized, detail oriented, and excellent project management skills
  • PMP or Six Sigma certification (nice to have)
Responsibilities
  • Define and drive chatbot and voice IVR strategy targeted at driving self-service/automation of high volume/low effort interactions
  • Administrative duties in managing the CCAAS platform, including role defined user access, onboarding of new users & basic training on usage
  • Implementation of cross channel digital workflows (voice/chat/messaging, etc)
  • Optimize initiatives that result in reduced customer effort within chatbot and increased customer sentiment scores based on feedback from customer insights and CCAAS analytics
  • Create and maintain a roadmap for A/B tests to help increase sales and self-service conversion and increased user engagement
  • Employ voice of customer insights from surveys, usability testing and contact center operations to inform digital strategy and product roadmaps
  • Drive operational excellence initiatives with a data centered approach to ensure consistent and effective performance
  • Collaborate with engineering and other cross-functional teams to scale, optimize and automate processes
  • Drive the development of self-service tooling to empower customers to resolve issues on their own and with minimal effort
Desired Qualifications
  • PMP or Six Sigma certification