# Senior Supervisor, Global Customer Support Services at Western Digital

- Company: Western Digital
- What the company does: WD is building the infrastructure behind the AI-driven data economy. As AI scales, so does data. Every interaction, every model, every system generates data that must be stored, managed, and made accessible over time. That’s where we come in. Backed by Sequoia.
- Company website: https://www.westerndigital.com/
- Type: Startups
- Level: Senior
- Location: Irvine, CA
- Work setup: On-site
- Posted: 2026-09-21
- Apply by: 2026-11-05
- Apply: https://jobs.smartrecruiters.com/WesternDigital/744000150798109
- Page: https://www.1752.vc/careers/jobs/western-digital-senior-supervisor-global-customer-support-services/

## About the role

This role partners with the project management team, which owns the overall project framework, timelines, and governance. The Senior Supervisor supports execution from the GCSS operations perspective by validating contact center impacts, coordinating operational readiness, tracking support-side deliverables, escalating risks, and helping ensure changes can be implemented effectively by frontline and regional support teams.

## What they're looking for

- Bachelor’s degree or equivalent experience preferred
- Strong understanding of contact center operations, including voice, chat, email, social, self-service, escalations, queues, routing, service levels, backlog, quality, staffing, reporting, and support policies
- Experience supporting or supervising contact center operations across multiple regions, vendors, languages, or support channels
- Working knowledge of telecom and contact center concepts such as IVR, call routing, queue configuration, channel coverage, service level performance, average speed of answer, abandonment rate, and call flow changes
- General understanding of workforce management concepts such as forecasting, scheduling, intraday adjustments, occupancy, shrinkage, adherence, staffing coverage, and capacity planning
- Ability to use operational data, dashboards, and reporting to identify trends, summarize findings, validate impacts, and recommend practical improvements