Sr. Manager, Voice of the Customer Program

Ingram Micro•Irvine, CA

5d•$116,000 - $197,200

About The Position

The Ingram Micro User Experience Design team is looking for a senior Customer Experience leader to lead the Voice of the Customer program across Ingram Micro, with particular focus on driving improvements to Xvantage, our digital platform. This role will own the vision, strategy, reporting, and day-to-day implementation of the Voice of the Customer program, ensuring that our customers’ needs and feedback are translated into actionable insights that lead to tangible positive changes in how our platform and processes work. In this role, you’ll partner closely with UX Design, Research, Marketing, Product Management, Data Science, and Engineering partners to drive best-in-class customer experience improvements that lead to real business outcomes.

Requirements

Bachelor’s degree (or equivalent combination of education and experience) required.
10+ years of experience in User Experience/Product Design, Customer Experience, Product Management, or Program Management fields, including at least 2 years in leadership roles.
Proven track record of leading international programs driving customer experience improvements with measurable impact.
Exceptional communication and stakeholder management skills.
Proficiency with qualitative and quantitative data gathering, data synthesis, and modern AI capabilities
Experience working in agile environments and partnering closely with product and engineering teams.
Experience scaling programs in a fast-paced, high-growth environment.
Familiarity with accessibility and inclusive design standards.
Basic understanding of front-end development or technical constraints and opportunities.

Responsibilities

Define, lead, and build out the Voice of the Customer program at Ingram Micro, bringing together diverse data sources and translating them into clear, actionable insights.
Develop deep understanding of our internal and external user groups, as well as their end-customers, to deliver best-in-class product experiences.
Develop processes and evangelize best practices to continuously reduce friction and drive improvements in Product experience.
Own and drive cross-organizational decisions and product changes that deliver tangible improvements to the Ingram Micro customer experience.
Regularly share data, insights, progress, and recommendations with senior leadership.
Lead and facilitate regular meetings, shareouts, and status updates.
Identify and facilitate incorporation of new data sources.
Identify and implement process improvements to streamline and simplify data synthesis.
Demonstrate strategic leadership, representing the Experience Design organization to other senior and executive leaders within the organization.
Champion customer experience across the organization.
Foster an inclusive and collaborative team culture that supports creativity, accountability, and growth.