Manager, Platform Operations

Ingram Micro • Buffalo, NY

4d

About The Position

Ingram Micro is seeking a results-driven Manager, Platform Operations to lead operational performance, continuous improvement, and customer experience. The role oversees daily operations, team development, workflow optimization, and quality assurance to ensure service-level agreements, productivity goals, and business objectives are consistently achieved. The manager leads and develops associates, monitors operational performance, and collaborates with cross-functional stakeholders to resolve issues and improve service delivery.

Requirements

• High school diploma or equivalent.
• At least five years of relevant functional experience, including at least four years of position-specific experience and two years of supervisory experience or four years of leadership experience.
• Demonstrated experience managing operational workflows, team performance, productivity, and service-level expectations.
• Experience coaching, mentoring, and developing employees in a performance-driven environment.
• Strong analytical and problem-solving skills, including interpreting performance metrics, identifying root causes, and implementing effective solutions.
• Knowledge of quality assurance, process optimization, and continuous improvement principles.
• Excellent verbal and written communication skills, including the ability to communicate effectively with technical and nontechnical audiences.
• Strong organizational and time-management skills, including managing competing priorities, projects, deadlines, and stakeholder relationships.
• Ability to establish performance goals, manage execution, and drive accountability.
• Ability to adapt to changing business needs and make timely, informed decisions.

Nice To Haves

• Bachelor’s degree in Business Administration, Operations Management, or a related field; equivalent relevant experience may be considered.
• Experience using Lean, Six Sigma, or other formal continuous improvement methodologies.
• Familiarity with call center management systems and customer experience platforms, such as NICE or Zendesk.
• Experience with performance reporting, KPI dashboards, workforce management, and operational analytics.
• Knowledge of Ingram Micro products, services, business processes, systems, and value proposition.
• Experience leading initiatives that improve customer satisfaction, operational efficiency, quality, and cost performance.
• Demonstrated business, financial, and platform acumen.

Responsibilities

• Oversee daily Platform Operations, including team performance, workforce planning, service-level agreements, and operational execution.
• Monitor KPIs and analyze performance data to identify trends and root causes and improve productivity, quality, accuracy, timeliness, and customer satisfaction.
• Lead continuous improvement initiatives using Lean, Six Sigma, and other methodologies to streamline workflows, reduce costs, and strengthen quality assurance.
• Establish quality control standards, conduct audits, ensure compliance, and implement corrective actions to improve operational consistency and service delivery.
• Serve as a second-level escalation point for complex operational issues and collaborate with cross-functional stakeholders to resolve challenges and achieve business objectives.
• Lead, coach, and develop associates through onboarding, training, performance management, and career development.
• Conduct and document monthly one-on-one meetings, provide ongoing feedback, and foster accountability, collaboration, continuous improvement, and employee engagement.

Benefits

• Healthcare benefits
• Paid time off
• Parental leave
• 401(k) plan and company match
• Short-term and long-term disability coverage
• Basic life insurance
• Wellbeing benefits
• Potential additional rewards, including merit increases, annual bonus or sales incentives, and long-term incentives, depending on position level and individual performance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED