Manager, Xvantage for Customer (X4C)
About The Position
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! The Manager – Platform Support (X4C) is responsible for leading day‑to‑day support operations for the Xvantage for Customers platform. The role ensures customers receive fast and effective support when interacting with the platform while continuously improving knowledge, automation, and operational processes. The Manager partners closely with Product, Engineering, and Platform Operations teams to ensure issues are resolved quickly, root causes are addressed, and improvements are implemented that enhance the overall customer experience.
Requirements
- Four-year college degree or equivalent combination of education and experience required
- 6–8 years experience in technical or platform support roles.
- Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.
Nice To Haves
- Familiarity with AI‑enabled support tools and knowledge management practices preferred.
Responsibilities
- Platform Support Operations Lead a team responsible for resolving issues related to product discovery, quoting, ordering, account management, order tracking, and billing workflows within the X4C platform.
- Customer Experience Improvements Identify recurring customer experience issues and collaborate with Product and Engineering teams to drive platform improvements that reduce friction and improve usability.
- AI & Self‑Service Enablement Support the adoption of AI‑enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnostics.
- Knowledge‑Centered Service (KCS) Ensure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.
- Incident Management & Reliability Coordinate resolution of platform incidents impacting customers and work closely with Engineering and SRE teams to restore service and prevent recurrence.
- Process Optimization Continuously evaluate support workflows and identify opportunities for automation, improved documentation, and operational efficiencies.
- Leadership Responsibilities Manage and coach a team of platform support specialists while fostering a culture focused on customer experience, knowledge sharing, and operational excellence.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
