Manager, Business Platform Operations (Zendesk)

ingrammicro; Mississauga; Hybrid; CAD 110,000 - 150,000; Full time

Job summary

Ingram Micro Canada is seeking a Manager, Business Platform Operations to lead the global strategy, operations, and transformation of Zendesk and related business systems. You will manage a global team responsible for platform operations, governance, and continuous improvement while driving AI-powered capabilities and self-service solutions.

The role involves strategic leadership and hands-on execution to scale the platform, modernize support operations, and improve customer outcomes across

Qualifications

• Experience leading global platform operations and teams.
• Proven ability to partner with executives to drive process optimization.
• Strong grasp of support operations, AI enablement, and automation.

Responsibilities

• Define roadmap for Zendesk and related business systems.
• Lead global operations, governance, and support for Zendesk.
• Drive platform health, SLAs, and continuous improvement across regions.
• Scale the team and foster a high-performing culture.

Skills

Leadership

Strategic thinking

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree in IT/CS

Tools

Zendesk Suite

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 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

Ingram Micro has earned Great Place to Work Certification™ for 2026-2027 in Canada! This prestigious recognition reflects our commitment to our people and our culture. Ingram Micro Canada has also been recognized on the Canadian 2026 Best Workplaces in Technology list .

Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.

Position Summary

The Manager, Business Platform Operations is responsible for leading the global strategy, operations, and transformation of Ingram Micro's Zendesk platform. Zendesk serves as a critical business platform supporting customer experience, support operations, AI enablement, workflow automation, and enterprise service delivery across multiple global organizations. This leader will manage a global team responsible for platform operations, support, enablement, governance, integrations, reporting, and continuous improvement while driving adoption of AI-powered capabilities, self-service solutions, and operational best practices. The role combines strategic leadership with operational execution and is accountable for scaling the platform, modernizing support operations, improving customer outcomes, and enabling business transformation through technology.

Business Systems Strategy & Platform Leadership

• Define and execute the roadmap for Zendesk and supporting business systems.
• Partner with business leaders to identify opportunities for process optimization, standardization, and automation.
• Drive platform governance, operating standards, and continuous improvement initiatives.
• Serve as a trusted advisor to leaders on technology strategy, operational excellence, and support transformation.

Global Platform Operations

• Lead global operations, administration, governance, and support for Zendesk and associated business systems.
• Ensure platform stability, scalability, security, and operational excellence.
• Establish and manage operational KPIs, service levels, support models, and governance processes.
• Drive improvements in SLA attainment, MTTR, customer satisfaction, and platform adoption.
• Maintain operational readiness across multiple regions and time zones.
• Oversee platform health, compliance, risk management, and business continuity planning.

Global Team Leadership

• Lead and scale a globally distributed team responsible for operations, administration, enablement, and support.
• Build organizational capability through capacity management, recruitment, coaching, mentoring, and succession planning.
• Foster a high-performing culture focused on accountability, innovation, collaboration, and customer experience.
• Establish performance objectives, operational metrics, and development plans for team members.
• Drive effective collaboration across North America, EMEA, APAC, and other global regions.
• Create a scalable operating model that supports growth, increasing platform adoption, and business expansion.

AI, Automation & Digital Transformation

• Define and execute the AI and automation strategy for the Zendesk user base
• Drive implementation of AI-powered capabilities including AI Agents, Agent Assist, intelligent routing, workflow automation, knowledge recommendations, and self-service experiences.
• Partner with Product, Engineering, Data, and Business teams to identify opportunities to improve productivity and customer experience through AI.
• Establish measurable success metrics for AI adoption, ticket deflection, productivity improvements, and operational efficiency.
• Drive innovation initiatives that modernize support operations and reduce manual effort.
• Evaluate emerging technologies and recommend investments that support long-term business objectives.

Enablement, Training & Knowledge Management

• Own the global enablement strategy for Zendesk and related business systems.
• Develop scalable onboarding, certification, and role-based learning programs.
• Drive user adoption and organizational maturity through training, communications, and best-practice programs.
• Lead knowledge management initiatives supporting self-service, AI enablement, and operational excellence.
• Ensure platform documentation, knowledge articles, training materials, and operational procedures remain current and effective.
• Promote