Sr Mgr, Platform Operations

Ingram Micro•Buffalo, NY

17h

About The Position

Ingram Micro is a leading technology company that plays a vital role in the global information technology ecosystem, connecting technology manufacturers and cloud providers with business-to-business technology experts. The company is known for its market reach, diverse solutions and services portfolio, and its digital platform Ingram Micro Xvantage™. The Sr Mgr, Platform Operations role is primarily focused on the operational workflows, efficiency, quality, execution, and optimization of the workgroup. This position requires strong leadership, including ongoing coaching and mentoring to build a confident, high-performing operations team. The manager will provide strategic planning, vision, and execution for workgroup operations and design, aiming to enable and support an excellent customer experience and achieve business objectives. This role also serves as a second-level escalation point for operational situations. The ideal candidate will have a proven track record of improving organizational performance, leading teams that handle complex and diverse processes, and consistently exceeding goals. They are expected to challenge the status quo, demonstrate a strong bias for action, take calculated risks, champion innovation, and reduce inefficiencies. This is a solutions-oriented leadership position that extends beyond team management, involving participation in strategic projects, change initiatives, and championing lean practices within the organization.

Requirements

Skilled in Advanced Operational Excellence: Expert in developing and implementing strategic operational initiatives to drive substantial growth.
Skilled in Leadership Excellence: Proven track record of cultivating and leading high-performance teams towards exceptional results.
Ability to anticipate operational challenges, proactively create action plans, and execute with intensity—turning analysis into action.
Ability to establish executive-level reporting that moves beyond KPIs to actionable intelligence, ensuring improvements are sustained over time.
Ability to manage managers & other high-caliber individual contributors focused on productivity, driving efficiency, Quality Assurance, and CX performance across functional areas.
Minimum of a Green Belt in Lean, Six Sigma, or equivalent certification in other continuous improvement methodologies to streamline workflows, reduce costs, and deliver measurable performance improvements.
Ability to Strategic Leadership: Inspire and lead teams by setting clear performance expectations, managing execution, and driving strategic initiatives.
Ability to Advanced Coaching and Development: Coach and develop team members to elevate skills, fostering continuous improvement and professional growth.
Ability to Set realistic and achievable goals/objectives and timelines.
Proven track record of improving organizational performance, leading teams that interact with complex and diverse processes, regularly exceeding goals.
Expected to challenge the status quo, have a strong bias for action, take calculated risks, display and champion innovation, and reduce inefficiencies.
Functioning as a solutions-oriented leader who goes beyond team management, involved in strategic projects and change initiatives, along with championing lean practices within the organization.
Be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Responsibilities

Manage daily operational activities, including performance monitoring, associate supervision, workforce planning, and adherence to service level agreements.
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 and log bi-weekly 1:1's with all team members; review challenges, wins, and associate development plans.
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.
Provide strong leadership through ongoing coaching and mentoring that builds a confident, high-performing 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.