Manager, Platform Operations

Ingram Micro • Buffalo, NY

5d • $88,700 - $150,800 • Hybrid

About The Position

Ingram Micro is seeking a results-driven Manager, Platform Operations to lead operational performance, drive continuous improvement, and deliver an exceptional customer experience. This role oversees daily operations, team development, workflow optimization, and quality assurance to ensure service-level agreements, productivity goals, and business objectives are consistently achieved.

Requirements

• High school diploma or equivalent.
• Minimum of 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 the ability to interpret performance metrics, identify root causes, and implement effective solutions.
• Knowledge of quality assurance, process optimization, and continuous improvement principles.
• Excellent verbal and written communication skills, with the ability to communicate effectively with technical and nontechnical audiences.
• Strong organizational and time-management skills, including the ability to manage competing priorities, projects, deadlines, and stakeholder relationships.
• Demonstrated ability to establish performance goals, manage execution, and drive accountability.
• Ability to adapt to changing business needs and make timely, informed decisions.
• Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

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 (SLAs), and operational execution.
• Monitor KPIs and analyze performance data to identify trends, address 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 a culture of 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
• Certain roles may be eligible for merit increases, annual bonus or sales incentives, and long-term incentives.

What This Job Offers

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