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Project Manager, Global Customer Care

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Location: Milpitas, CA, United States 
Req ID: JR-0000027971


We are looking for a self-motivated individual with exceptional project management skills and a technical background that can work collaboratively within a global, cross-functional and fast-paced environment for Global Customer Care and Warranty Services organization of Western Digital.

For first 6 to 9 months, this role will focus on implementing new CRM with IT for our department along with wide variety of technical and non-technical projects. This role requires working in close collaboration with internal and external stakeholders.


  •         Successfully deliver CRM implementation within agreed upon time frame
  •         Manage end-to-end delivery of multiple, organization-wide strategic initiatives
  •         Work with cross-functional teams comprising CRM application, call center, technical support, RMA/warranty service operations,  vendors, and IT teams to ensure on time, on budget, quality delivery of solutions that support business overall business strategy.
  •         Develop strong working relationships in the business and technology teams to ensure overall project success
  •        Proactively and aggressively manage expectations with stakeholders regarding deliverables and timelines.
  •        Ability to communicate (written and verbal) at all levels (executives, business and technology leadership, project teams, peers)
  •        Roll up his/her sleeves and be involved in the nitty-gritty to ensure successful project delivery
  •         Apply business domain and technical acumen to ramp up quickly on new technologies and processes
  •        Perform project cost benefit analyses, budget and actuals variance analysis and report regularly on project status to management
  •        Effectively identify, assess, prioritize and manage project risks and issues


  •         Minimum 5 years of project management experience required.
  •         Bachelor's degree in computer science or equivalent experience.
  •         Must have successfully worked on CRM implementation program like Oracle RightNow or Salesforce – Requires demonstrable experience
  •         PMP or PMI certification A MUST
  •         Consumer Electronics industry experience with warranty support exposure a huge PLUS
  •         Experience managing complex projects and applying agile methodologies.
  •         Ability to create, refine, and implement process/methodology
  •         Expertise on JIRA, Confluence, MS Office required
  •         Extremely well organized with project information, attention to detail, and exacting quality standards.
  •         Strong verbal and written communication skills, especially in the areas of teamwork and influencing skills and ability to facilitate dynamic meetings and discussions.
  •         Ability to manage and multi-task across multiple projects and teams.
  •         Experience working with remote/offshore teams
  •         Comfortable working in a dynamic, fast changing environment
  •         Some international travel required