Director, HR Operations

3 days ago

Biñan, Philippines Western Digital Full time

Director, HR Operations - Service Delivery An executive leader responsible for managing a global team across multiple countries, focusing on operational excellence, efficiency, and customer support for the service delivery model that serves over 40,000 Western Digital employees and leaders. The role reports directly to the Senior Director of HR Experience and Operations. Summary of the Role: You will oversee the team that responds to employee inquiries, evolve and streamline workflows, drive customer service improvements, and increase overall effectiveness across HR operational processes. Job Responsibilities and Role Accountabilities Strategic Planning and Execution Develop and implement operational strategies aligned with organizational goals. Define service delivery frameworks and performance standards. Service Delivery Oversight Ensure consistent, high-quality delivery of services to clients or internal stakeholders. Monitor service level agreements (SLAs) and key performance indicators (KPIs). Process Optimization Identify inefficiencies and implement process improvements to enhance productivity and reduce costs. Drive automation and technology adoption for streamlined operations. Team Leadership and Development Lead and mentor operations managers and service delivery teams. Foster a culture of accountability, collaboration, and continuous improvement. Budget and Resource Management Manage operational budgets, forecasting, and resource allocation. Optimize staffing and capacity planning to meet demand. Risk and Compliance Management Ensure compliance with regulatory requirements and internal policies. Mitigate operational risks through proactive planning and controls. Stakeholder Communication 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. Customer Experience and Satisfaction Drive initiatives to improve client satisfaction and retention. Address escalations and resolve service delivery issues promptly. Job Qualifications More than 10 years of progressive experience 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 and efficiencies in pursuit of operational excellence. Demonstrated leadership and decision-making skills that foster a culture of trust, respect and inclusion. Ability to navigate ambiguity and manage multiple initiatives simultaneously. Additional Information Western Digital thrives on the power and potential of diversity. As a global company, we mirror the diversity of our customers and communities from within. This approach results in the best outcomes for employees, the company, customers, and the world. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect, and contribution. Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and hiring process. If you require an accommodation, please contact us at and include a description of the specific accommodation requested, along with the job title and requisition number. Notice to Candidates: Western Digital and its subsidiaries will never request

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