Director, HR Operations - Service Delivery at Western Digital

Biñan, Calabarzon, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Data StorageIndustries

Requirements

More than 10 years of progressive experience in a role focused on managing an employee or customer call center / service delivery organization, technology and manufacturing experience preferred
Experience leading a global team and working across multiple regions and cultures
Ability to design, build and deliver process improvements, efficiencies in service of overall operational excellence
Demonstrated leadership and decision making to foster a culture of trust, respect and

Responsibilities

Develop and implement operational strategies aligned with organizational goals
Define service delivery frameworks and performance standards
Ensure consistent, high-quality delivery of services to clients or internal stakeholders
Monitor service level agreements (SLAs) and key performance indicators (KPIs)
Identify inefficiencies and implement process improvements to enhance productivity and reduce costs
Drive automation and technology adoption for streamlined operations
Lead and mentor operations managers and service delivery teams
Foster a culture of accountability, collaboration, and continuous improvement
Manage operational budgets, forecasting, and resource allocation
Optimize staffing and capacity planning to meet demand
Ensure compliance with regulatory requirements and internal policies
Mitigate operational risks through proactive planning and controls
Act as the primary liaison between operations and executive leadership
Provide regular reporting on performance, challenges, and opportunities
Implement standardized and regular business reviews with key clients in COEs / HR and the business
Drive initiatives to improve client satisfaction and retention
Address escalations and resolve service delivery issues promptly

Skills

Key technologies and capabilities for this role

HR OperationsService DeliveryTeam LeadershipCustomer SupportWorkflow OptimizationProcess ImprovementGlobal Team ManagementEmployee InquiriesOperational Excellence

Questions & Answers

Common questions about this position

Is this role remote or on-site?

The role is on-site.

What are the key responsibilities of this position?

The role involves strategic planning and execution, service delivery oversight, process optimization, team leadership and development, budget and resource management, and risk and compliance management.

What is the salary range for this position?

This information is not specified in the job description.

What kind of team does this role lead?

The role leads a global team located in multiple countries focused on operational excellency, efficiencies, and driving customer support through managing the service delivery model to over 40,000 Western Digital employees and leaders.

What experience makes a strong candidate for this role?

Strong candidates will have experience in strategic planning, process optimization, team leadership, budget management, and ensuring compliance, particularly in HR operations serving a large global employee base.

Western Digital

Provides data storage solutions and services

About Western Digital

Western Digital provides a variety of data storage solutions, including Network Attached Storage (NAS), Storage Area Network (SAN), private cloud, and hyper-converged infrastructure. Their products are designed to help businesses manage and store data efficiently and reliably. For example, their all-flash arrays are optimized for high input/output applications, while the JetStor brand offers cost-effective NAS and SAN arrays that support multiple host ports for improved performance. What sets Western Digital apart from its competitors is its extensive experience in the data storage market and its ability to cater to a wide range of clients, from large corporations to small businesses. The company's goal is to deliver high-value storage solutions that meet the diverse needs of its customers, ensuring they have the tools necessary for effective data management.

San Jose, CaliforniaHeadquarters

2014Year Founded

$927.9MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Paid sick leave & vacation time

Medical/dental/vision insurance

Life, accident, & disability insurance

Tax-advantaged flexible spending and health savings accounts

Employee assistance program

Tuition reimbursement

Employee stock purchase plan

Western Digital Savings 401(k) Plan

Risks

Seagate's HAMR technology may outperform Western Digital's ePMR in high-capacity HDDs.

Toshiba's HAMR and MAMR technologies intensify competition in the storage market.

Focus on consumer products may neglect enterprise client needs, risking market share.

Differentiation

Western Digital leads in high-capacity HDDs with 32TB UltraSMR and ePMR technology.

The company offers diverse storage solutions, including NAS, SAN, and private cloud.

Western Digital's SanDisk and WD_BLACK brands target creators and gamers effectively.

Upsides

Growing demand for high-capacity storage driven by AI and data-intensive applications.

Recent product launches cater to the expanding gaming and content creation markets.

Advancements in ePMR technology enhance Western Digital's competitive edge in HDDs.

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