Manager, Platform Operations

ingrammicro; Buffalo (NY); Hybrid; USD 89,000 - 151,000; Full time

Job summary

Ingram Micro is seeking a results-driven Manager, Platform Operations to lead operational performance, drive continuous improvement, and deliver an exceptional customer experience. This role oversees daily operations, team development, workflow optimization, and quality assurance to ensure SLAs, productivity goals, and business objectives are consistently achieved.

You will supervise a team, monitor KPIs, and implement Lean, Six Sigma initiatives to reduce costs and improve service quality.

Qualifications

• High school diploma or equivalent.
• Minimum of five years of relevant functional experience, including at least four years of position-specific experience and two years of supervisory experience or four years of leadership experience.
• Demonstrated experience managing operational workflows, team performance, productivity, and service-level expectations.
• Experience coaching, mentoring, and developing employees in a performance-driven environment.
• Strong analytical and problem-solving skills, including the ability to interpret performance metrics, identify root causes, and implement effective solutions.
• Knowledge of quality assurance, process optimization, and continuous improvement principles.
• Excellent verbal and written communication skills, with the ability to communicate effectively with technical and nontechnical audiences.
• Strong organizational and time-management skills, including the ability to manage competing priorities, projects, deadlines, and stakeholder relationships.
• Demonstrated ability to establish performance goals, manage execution, and drive accountability.
• Ability to adapt to changing business needs and make timely, informed decisions.

Responsibilities

• Oversee daily Platform Operations, including team performance, workforce planning, service-level agreements (SLAs), and operational execution.
• Monitor KPIs and analyze performance data to identify trends, address root causes, and improve productivity, quality, accuracy, timeliness, and customer satisfaction.
• Lead continuous improvement initiatives using Lean, Six Sigma, and other methodologies to streamline workflows, reduce costs, and strengthen quality assurance.
• Establish quality control standards, conduct audits, ensure compliance, and implement corrective actions to improve operational consistency and service delivery.
• Serve as a second-level escalation point for complex operational issues and collaborate with cross-functional stakeholders to resolve challenges and achieve business objectives.
• Lead, coach, and develop associates through onboarding, training, performance management, and career development.
• Conduct and document monthly one-on-one meetings, provide ongoing feedback, and foster a culture of accountability, collaboration, continuous improvement, and employee engagement.

Skills

Analytical thinking

Problem solving

Communication

Leadership

Time management

Decision making

Collaboration

Education

High school diploma or equivalent

Bachelor's degree in Business Administration or related field

Tools

NICE

Zendesk

KPI dashboards

Workforce management systems

Job description

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!

Job Summary

Ingram Micro is seeking a results-driven Manager, Platform Operations to lead operational performance, drive continuous improvement, and deliver an exceptional customer experience. This role oversees daily operations, team development, workflow optimization, and quality assurance to ensure service-level agreements, productivity goals, and business objectives are consistently achieved.

Key Responsibilities

• Oversee daily Platform Operations, including team performance, workforce planning, service-level agreements (SLAs), and operational execution.
• Monitor KPIs and analyze performance data to identify trends, address root causes, and improve productivity, quality, accuracy, timeliness, and customer satisfaction.
• Lead continuous improvement initiatives using Lean, Six Sigma, and other methodologies to streamline workflows, reduce costs, and strengthen quality assurance.
• Establish quality control standards, conduct audits, ensure compliance, and implement corrective actions to improve operational consistency and service delivery.
• Serve as a second-level escalation point for complex operational issues and collaborate with cross-functional stakeholders to resolve challenges and achieve business objectives.
• Lead, coach, and develop associates through onboarding, training, performance management, and career development.
• Conduct and document monthly one-on-one meetings, provide ongoing feedback, and foster a culture of accountability, collaboration, continuous improvement, and employee engagement.

Required Skills & Qualifications

• High school diploma or equivalent.
• Minimum of five years of relevant functional experience, including at least four years of position-specific experience and two years of supervisory experience or four years of leadership experience.
• Demonstrated experience managing operational workflows, team performance, productivity, and service-level expectations.
• Experience coaching, mentoring, and developing employees in a performance-driven environment.
• Strong analytical and problem-solving skills, including the ability to interpret performance metrics, identify root causes, and implement effective solutions.
• Knowledge of quality assurance, process optimization, and continuous improvement principles.
• Excellent verbal and written communication skills, with the ability to communicate effectively with technical and nontechnical audiences.
• Strong organizational and time-management skills, including the ability to manage competing priorities, projects, deadlines, and stakeholder relationships.
• Demonstrated ability to establish performance goals, manage execution, and drive accountability.
• Ability to adapt to changing business needs and make timely, informed decisions.

Preferred Skills & Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field; equivalent relevant experience may be considered.
• Experience using Lean, Six Sigma, or other formal continuous improvement methodologies preferred.
• Familiarity with call center management systems and customer experience platforms, such as NICE, or Zendesk.
• Experience with performance reporting, KPI dashboards, workforce management, and operational analytics.
• Knowledge of Ingram Micro products, services, business processes, systems, and value proposition preferred.
• Experience leading initiatives that improve customer satisfaction, operational efficiency, quality, and cost performance.
• Demonstrated business, financial, and platform acumen.

Why Join Ingram Micro?

At Ingram Micro, you'll have the opportunity to lead a team, improve operational performance, and make a meaningful impact on the customer experience. Join a collaborative environment where continuous improvement, employee development, and operational excellence help drive business success.

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The typical base pay range for this role across the U.S. is USD $88,700.00 - $150,800.00 per year.

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate's primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibi