Platform Operations Manager

Accelerate your career. Join the organization that's driving the world's technology and shape the future. 

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

Primary Focus

Primary focus on operational workflows, efficiency, quality, execution, and optimization of workgroup

• Coach team members to develop a highly effective operations team.
• Provide focus, strategic planning, vision and execution of workgroup operation and design.
• Enable and support a great customer experience and the achievement of our business objectives.
• Act as second level escalation point of contact for operational situations.
• Provide coaching and mentor team members to build confidence.

Key Responsibilities

• Oversee daily team operations - monitor metrics, supervise associates, drive staffing and scheduling excellence, and ensure service level agreements are met.
• Use Lean, Six Sigma, and/or other continuous improvement methodologies to streamline workflows, reduce costs, and deliver measurable performance improvements
• Establish and enforce comprehensive quality control procedures, including workflow monitoring, audits, compliance checks, and corrective/preventive action management
• Monitor key performance indicators (KPIs) and use data-driven insights to identify trends, root causes, and opportunities for improvement in service delivery, quantity, timeliness, and accuracy
• Coach, mentor, and develop associates—delivering targeted training on best practices in customer service, operational processes, and quality assurance.​
• Collaborate effectively with process stakeholders to develop initiatives and strategies that maximize efficiency, improve quality, and deliver outstanding customer experience
• Manage Platform Operations teams through onboarding, coaching, development, and top talent retention.
• Conduct bi-weekly 1:1's with all team members; review challenges, wins, and associate development plans. All 1 on 1’s to be logged in Power Coach.
• Provide second level escalation support for process and/or operation related issues.
• Use leadership and focus to leverage the strengths of the team and each team member.
• Create an environment of accountability, responsibility, and collaboration.

KNOWLEDGE AND SKILLS:

Skilled in: 

• Operational Excellence – improving efficiency, quality, & customer experience, negotiations, coaching and developing associates in high performance culture, transactional management, and attention to detail and follow-through.
• Excellent verbal and written communication skills; ability to present in both technical and non- technical terms to large and small audiences.
• Proficiency with call center management systems (e.g., Genesys, NICE, Zendesk) , performance analysis, and customer experience platforms
• Lean, Six Sigma, and/or other continuous improvement methodologies
• Proficient knowledge of Ingram Micro products, services, processes, systems, and value proposition

Ability to:

• Lead others by setting performance expectations and managing execution.
• Coach and develop the skills and knowledge of others.
• Have a bias for action
• Demonstrate business, financial, and platform acumen.
• Provide leadership and direction to other team members in a positive and productive manner.
• Multi-task, respond to rapid change, manage projects, manage detail, manage relationships, and resources.
• Set realistic and achievable goals/objectives and timelines.

REQUIREMENTS:

• A high school diploma (or equivalent) required, bachelor’s degree preferred (or additional relevant experience in a related field)
• Minimum of 5 years’ functional experience including a minimum of 4 years of position specific experience and 2 years of supervisory experience or 4 years of leadership experience.
• Proficiency with call center management systems, performance analysis, and customer experience platforms
• Certification in Lean, Six Sigma, and/or other continuous improvement methodologies

The typical base pay range for this role across the U.S. is USD $84,500.00 - $143,700.00 per year.

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

This is not a complete listing of the job duties.  It’s a representation of the things you will be doing, and you may not perform all these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.