Manager, Platform Operations

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

Job summary

Ingram Micro in Buffalo, NY is seeking a results-driven Manager, Platform Operations to lead daily platform operations, optimize performance, and deliver exceptional customer experiences. You will oversee team performance, workforce planning, QA audits, and drive continuous improvement across cross-functional partners.

Responsibilities include coaching, setting performance goals, analyzing KPIs, and ensuring adherence to SLAs and cost efficiency while fostering a culture of accountability and

Qualifications

• High school diploma or equivalent.
• Minimum five years of relevant experience, including four years in the role and two years of supervisory or four years of leadership.
• Experience managing operational workflows, team performance, and service-level expectations.
• Strong communication and analytical skills; ability to interpret KPIs and root causes.
• Knowledge of QA, process optimization, and continuous improvement principles.
• Bachelor's degree preferred in related fields.

Responsibilities

• Oversee daily Platform Operations, including team performance, workforce planning, SLAs, and operational execution.
• Monitor KPIs and analyze performance data to identify trends, address root causes, and improve productivity.
• Lead continuous improvement initiatives using Lean, Six Sigma, and other methodologies.
• Establish quality control standards, conduct audits, ensure compliance, and implement corrective actions.
• Serve as second-level escalation point for complex operational issues and collaborate with cross-functional stakeholders to resolve challenges.
• Lead, coach, and develop associates through onboarding, training, performance management.
• Conduct and document monthly one-on-one meetings, provide ongoing feedback, and foster a culture of accountability.

Skills

Analytical skills

Leadership

Operations management

Quality assurance

Performance coaching

Stakeholder communication

Problem solving

Education

Bachelor's degree in Business Administration

Bachelor's degree in Operations Management

Tools

NICE

Zendesk

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.comCome join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!Job SummaryIngram 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 ResponsibilitiesOversee 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 & QualificationsHigh 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 & QualificationsBachelor’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.#LIhybridThe 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 responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.