Sr Principal, Product Manager - Unified Support & AI Experience
About The Position
Ingram Micro is seeking a Senior Principal Product Manager to define product strategy and execute the roadmap for its global Unified Support and AI Experience ecosystem. The role will shape a modern, AI-enabled support platform, balancing automation and efficiency with customer trust, usability, and human outcomes. It is a visible leadership opportunity within an ongoing transformation, with executive visibility and AI initiatives already in production. The position is based at Ingram Micro’s Irvine, California headquarters, with three days onsite and two days remote per week. The role partners across Engineering, AI/ML, Operations, and Customer Experience to deliver scalable platform capabilities and seamless support journeys for customers, partners, vendors, and associates.
Requirements
- Bachelor’s degree in computer science, Engineering, Business, or a related field.
- 10+ years of functional experience, including 5+ years of position-specific Product Management experience in enterprise SaaS, cloud, marketplace, or platform environments.
- Proven experience building or scaling unified support or customer experience platforms globally.
- Strong AI transformation experience with production-level implementations.
- Experience with technologies such as Zendesk, ServiceNow, Salesforce, NICE, Netomi, or similar platforms.
- Deep understanding of conversational AI, intelligent automation, agentic workflows, and self-service ecosystems.
- Executive presence and strong communication and stakeholder management skills.
- Ability to balance AI-driven efficiency with customer experience and human outcomes.
Responsibilities
- Define and execute the global product strategy and roadmap for Unified Support.
- Lead AI transformation initiatives across chat, voice, self-service, claims, returns, and agent-assist experiences.
- Drive automation and intelligent workflow orchestration across high-volume support operations.
- Partner with Engineering, AI/ML, Operations, and CX leaders to deliver scalable platform capabilities.
- Build seamless omnichannel support experiences across customer, partner, vendor, and associate journeys.
- Influence executive stakeholders and provide strategic product vision.
- Measure success using KPIs such as self-service adoption, containment, MTTR, ticket reduction, and CSAT.
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
- Merit increases, annual bonus or sales incentives, and long-term incentives for eligible roles
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What This Job Offers
Job Type
Full-time
Career Level
Senior
