Sr Manager, SI Enable Platform Support (X4C)

Ingram Micro • Buffalo, NY

15d

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! Xvantage for Customers (X4C) is the primary digital interface through which customers and partners interact with the Ingram Micro Xvantage platform. Through X4C, customers manage key business workflows including product discovery, quoting, ordering, account management, order tracking, billing visibility, and operational insights. The Senior Manager – AI‑Enabled Platform Support will lead the global support strategy for the X4C platform. This role is responsible for transforming support from reactive ticket resolution to an AI‑enabled, knowledge‑driven, and self‑service model that improves platform reliability, customer experience, and operational efficiency. This leader will partner closely with Product, Engineering, DevOps/SRE, and Customer Experience teams to continuously improve the platform, reduce friction for customers, and drive measurable improvements in support performance including ticket deflection, MTTR reduction, platform reliability, and digital adoption.

Requirements

• Four-year college degree or equivalent combination of education and experience required.
• 10+ years of experience in platform operations, SaaS support leadership, or digital platform environments.
• Experience implementing AI‑enabled support tools and automation.
• Proven ability to drive cross‑functional improvements with Product and Engineering.

Nice To Haves

• Experience implementing Knowledge‑Centered Service (KCS) or similar frameworks preferred.

Responsibilities

• AI‑Enabled Support Transformation Lead the evolution of X4C support through AI‑enabled capabilities including AI copilots for agents, conversational AI chat, automated diagnostics, and intelligent case routing. Identify opportunities to automate repetitive support workflows and reduce support demand through AI, self‑service, and product improvements.
• End‑to‑End Customer Experience Ownership Drive end‑to‑end customer experience improvements across the X4C platform. Act as the Voice of the Customer by leveraging support insights, telemetry, and feedback to identify systemic platform issues and partner with Product and Engineering to resolve them.
• Customer Journey Optimization Analyze key customer workflows including product discovery, quoting, order placement, order tracking, account management, and billing visibility. Identify friction points and lead cross‑functional initiatives that simplify workflows and improve usability.
• Knowledge‑Centered Service (KCS) & Self‑Service Implement and mature a Knowledge‑Centered Service operating model. Build scalable knowledge assets including knowledge base articles, troubleshooting guides, and AI‑surfaced support content that enables customers and agents to resolve issues faster.
• Platform Reliability & Availability Partner with Engineering and SRE teams to improve platform reliability and availability from a customer experience perspective. Ensure incidents impacting customers are rapidly resolved and root causes are addressed.
• Voice of Customer & Insights Capture and analyze Voice of Customer insights from support interactions, AI chat sessions, and knowledge usage data to identify patterns and influence platform improvements.
• Data‑Driven Support Operations Develop dashboards and reporting frameworks that provide visibility into platform health and support performance including ticket deflection, MTTR, platform reliability, knowledge reuse, customer satisfaction, and digital adoption.
• Platform Stewardship Promote a platform stewardship mindset across the support organization—focusing not only on resolving issues, but on continuously improving the platform to eliminate customer friction.
• Leadership Responsibilities Lead a global X4C platform support team and establish operational standards and performance metrics aligned with platform growth and customer experience goals. Foster a culture of innovation, ownership, and continuous improvement while strengthening collaboration across Support, Product, Engineering, and Platform Operations teams.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees