Senior Supervisor, Global Customer Support Services
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.We combine deep engineering expertise with global-scale manufacturing to deliver the storage systems that make AI possible, powering hyperscale data centers, cloud platforms, and enterprise infrastructure worldwide.This isn’t theoretical work. It’s real systems, at real scale, people solving some of the hardest challenges in technology today.We’re looking for people who want to build, solve, and operate at that level.Join us and let’s shape the future of data. The Senior Supervisor, Global Customer Support Services is responsible for executing global contact center initiatives that improve operational efficiency, service delivery, workforce coordination, telecom readiness, reporting visibility, and consistency across supported regions, languages, channels, and support partners. 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. The ideal candidate has strong contact center management experience, practical knowledge of telecom and routing processes, workforce planning concepts, global center coordination, queue and service level performance, operational reporting, and data-driven problem solving. This role is focused on operational execution and efficiency improvement. Customer experience strategy and knowledge management ownership remain with their respective teams, with this role providing operational input and implementation support when needed. Key Responsibilities: Execute GCSS operational workstreams for assigned initiatives that impact contact center operations, staffing readiness, telecom, channel support, reporting, quality alignment, escalations, tools, workflows, or service delivery. Partner with the project management team to support milestone execution, issue tracking, risk identification, action follow-up, operational readiness, and implementation support. Validate contact center impacts for proposed changes, including phone, chat, email, social, self-service, escalation workflows, agent workflows, routing, queues, staffing coverage, reporting, and service level performance. Coordinate with regional support teams and support partners to confirm operational readiness, gather frontline feedback, identify practical implementation risks, and support adoption of approved changes. Support global center coordination across multiple regions and languages by helping align operational processes, ...