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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!
Ingram Micro is seeking a Product Management (AI Chatbot & Self-Service) Intern to join us in June for our 10-week PAID Summer Internship Program! We are looking for college and university students who are ready to expand their skills and apply them to meaningful work with a global organization.
Location:
This position is based in our Irvine, CA office with the opportunity for a hybrid schedule that includes required in-office days.
Program details:
We have internships available across our various departments and locations throughout the U.S. Unless otherwise noted, all internships are on a hybrid format at the designated office listed in the job description, and are 40 hours per week, Monday through Friday. Our program includes cohort activities such as learning & development trainings, executive speaker sessions, and other networking opportunities.
Important dates:
March: Applications Open (some postings may close early due to applicant volume)
March – April: Recruiters and hiring managers will review applications and reach out to candidates on a rolling basis. Timing of outreach for each internship position may vary, and some may start interviews sooner than others, but candidates may expect to hear by end of April if they are selected for an interview.
June 1st – August 7th: First cohort start & end date
June 15th – August 21st: Second cohort start & end date
Your role:
Analyze Chatbot Interactions: Review chatbot conversation logs to identify common customer inquiries, unresolved questions, and areas where the chatbot is unable to successfully resolve issues.
Knowledge Base Gap Analysis: Identify missing or incomplete knowledge base (KB) articles based on chatbot interactions and support ticket trends, and recommend new KB content to improve self-service coverage.
Improve Chatbot Effectiveness: Work with Product and Support teams to refine chatbot intents, responses, and escalation flows to increase resolution rates and improve the customer experience.
Drive Self-Service Adoption: Analyze usage patterns across the chatbot, support portal, and knowledge base to identify opportunities to increase adoption and reduce ticket volumes.
Customer Experience Insights: Develop dashboards and reports highlighting chatbot performance metrics such as containment rate, deflection rate, and frequently asked questions.
AI-Driven Support Improvements: Research opportunities to leverage AI and automation to enhance chatbot capabilities, improve response accuracy, and enable proactive customer support.
What you bring to the role:
Actively enrolled in an accredited college/university program, or recently graduated (within the last semester or quarter) from an accredited college/university program. Juniors or seniors are preferred.
Data Analysis & Insights: Ability to analyze data sets, chatbot transcripts, or support interactions to identify trends, patterns, and actionable insights.
AI & Digital Experience Interest: Academic exposure or strong interest in AI, chatbots, conversational design, or digital customer experience.
Customer Experience Mindset: Understanding of how self-service tools, knowledge bases, and automation improve the customer support journey.
Analytical & Problem-Solving Skills: Ability to synthesize large volumes of information and translate findings into clear recommendations for product improvements.
Technical Curiosity: Familiarity with tools such as Excel, SQL, Python, or analytics platforms is a plus, but not required.
Communication & Documentation: Ability to translate insights into clear documentation, knowledge base content recommendations, and product improvement proposals.
This posting will remain live for at least 3 days. After that, the posting may be removed at any time. We recommend submitting your application as soon as possible.
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.