Platform Operations Manager

Ingram Micro•Williamsville, NY

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! 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.

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
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.

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.

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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