Platform Operations Manager: Lean & SLA Excellence

Ingram Micro Inc in; Buffalo (NY); On-site; USD 89,000 - 151,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan with company match

Paid time off

Parental leave

Job summary

Ingram Micro Inc. in Buffalo seeks a results-driven Manager, Platform Operations to lead operational performance, drive continuous improvement, and deliver an exceptional customer experience.

You will oversee daily operations, team development, workflow optimization, and quality assurance to ensure SLAs and productivity goals are met. The role requires a minimum five years in operations with leadership experience, strong analytical abilities, and proficiency in quality assurance and process

Qualifications

• Strong analytical and problem-solving skills with the ability to interpret performance metrics.
• Experience coaching and developing employees in a performance-driven environment.
• Knowledge of quality assurance, process optimization, and continuous improvement principles.
• Excellent verbal and written communication with technical and nontechnical audiences.

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 thinking

Problem-solving

Communication skills

Team leadership

Process improvement

Education

Bachelor's degree in Business Administration or related field

Tools

NICE

Zendesk

Job description

Ingram Micro Inc. in Buffalo seeks a results-driven Manager, Platform Operations to lead operational performance, drive continuous improvement, and deliver an exceptional customer experience.

You will oversee daily operations, team development, workflow optimization, and quality assurance to ensure SLAs and productivity goals are met. The role requires a minimum five years in operations with leadership experience, strong analytical abilities, and proficiency in quality assurance and process