Platform Operations Lead — Drive Excellence & Growth

Ingram Micro Inc; 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 service-level agreements, productivity goals, and business objectives are consistently achieved.

The successful candidate will manage platform workflows, monitor KPIs, and lead Lean Six Sigma initiatives to

Qualifications

• Minimum five years of relevant experience, including at least four years of position-specific experience and two years of supervisory experience.
• 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.

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, 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 skills

Problem-solving

Communication skills

Leadership

Process optimization

Quality assurance

Lean Six Sigma

Performance management

Time management

Education

Bachelor’s degree in Business Administration, Operations Management, or related field

High school diploma or equivalent

Tools

NICE

Zendesk

Job description

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.

The successful candidate will manage platform workflows, monitor KPIs, and lead Lean Six Sigma initiatives to