Project Manager, Digital Customer Experience job opportunity at Western Digital.

Home Jobs In United States Tag: Digital Customer Experience Project Manager, Digital Customer Experience position at Western Digital


Date2026-03-10T17:54:39.351Z bot
Western Digital Project Manager, Digital Customer Experience
Experience: General
Pattern: Full-time
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Digital Customer Experience

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degreeGeneral
loacation San Jose, California, United States
loacation San Jose, Cali..........United States
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Job DescriptionLead 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.ESSENTIAL DUTIES AND RESPONSIBILITIESProject LeadershipManage end-to-end implementation of Contact Center as a Service (CCaaS) enhancement projectsLead deployment and optimization of AI chatbot and AI IVR (Interactive Voice Response) solutionsDrive call center telecommunications infrastructure upgrade projectsDevelop project plans, timelines, budgets, and resource allocation strategiesCoordinate cross-functional teams including IT, Operations, Vendor Management, and Customer SupportTechnology ImplementationOversee AI-powered customer engagement tools to improve first-contact resolution and customer satisfactionImplement and optimize CCaaS platform capabilities (voice, chat, email, social channels)Manage telecom infrastructure projects including VoIP, routing systems, and network optimizationEnsure seamless integration between new technologies and existing systemsMonitor and report on technology performance metrics and ROIStakeholder ManagementPartner with Call Center Operations to understand business requirements and pain pointsCollaborate with IT and Security teams to ensure compliance with WD standardsManage vendor relationships for CCaaS and telecom service providersPresent project status, risks, and recommendations to program management and leadershipFacilitate training and change management for new technology rollouts

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