Sr Mgr, Platform Operations

Ingram Micro•Buffalo, 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 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

Requirements

Skilled in: Advanced Operational Excellence: Expert in developing and implementing strategic operational initiatives to drive substantial growth.
Leadership Excellence: Proven track record of cultivating and leading high-performance teams towards exceptional results.
Anticipate operational challenges, proactively create action plans, and execute with intensity—turning analysis into action.
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.
Advanced Coaching and Development: Coach and develop team members to elevate skills, fostering continuous improvement and professional growth.
Set realistic and achievable goals/objectives and timelines

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.
The Sr Mgr, Platform Operations has a proven track record of improving organizational performance, leading teams that interact with complex and diverse processes, regularly exceeding goals.
They are 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, the Sr Mgr, Platform Operations is involved in strategic projects and change initiatives, along with championing lean practices within the organization.