Platform Operations Manager - Hybrid, Lead Performance

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

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