Sr Manager, Platform & Integration Support

United States Digital Space LLC; United States; Hybrid; USD 92,420 - 103,084; Full time

Benefits offered by this job

Flexible healthcare

Dental & Vision

RRSP matching

Job summary

United States Digital Space LLC is hiring a Senior Manager for AI‑Enabled Platform Support in a hybrid Mississauga, Ontario setting. This role leads global support for Xvantage for Vendors (X4V) and Xvantage Integrations (XI), driving AI‑enabled knowledge, self‑service, and partner experience.

The candidate will guide a global team, collaborate with Product, Engineering and Vendor Management, and travel monthly to Buffalo, NY as needed.

Qualifications

• Bachelor's degree required in CS/IT or related field.
• 10+ years on digital platforms supporting customers or vendors.
• 5–7 years leading globally distributed teams.
• Willing to travel to Buffalo, NY about once per month.
• Experience with partner integrations via APIs/XML.
• Proven experience transforming support to proactive, self-service with KCS.

Responsibilities

• AI‑Enabled Support Transformation: shift from reactive to proactive AI‑enabled support.
• Self‑Service and Knowledge Strategy: mature a KCS operating model.
• Vendor Platform Support (X4V): improve onboarding and vendor readiness.
• Integration Ecosystem Support (XI): lead API/integration partner support.
• Platform Reliability & Ecosystem Health: define metrics and improve reliability.
• Leadership Responsibilities: lead global platform support team and foster collaboration.

Skills

Global leadership

AI & analytics

Executive communication

Customer experience

Travel readiness

Education

Bachelor’s degree in CS/IT

Tools

APIs & XML

Job description

Senior Manager – AI-Enabled Platform Support (Hybrid – Mississauga, Ontario)

This hybrid role is based at our Mississauga office, with 3 days in office and 2 days remote. The Senior Manager will lead global support for Xvantage for Vendors (X4V) and Xvantage Integrations (XI), driving improvements in platform reliability, self‑service, AI‑enabled knowledge, and partner experience.

Key Responsibilities

AI‑Enabled Support Transformation

• Drive the evolution from reactive ticket resolution to AI‑enabled proactive support.
• Implement intelligent support capabilities such as AI copilots for agents, automated issue detection, and AI‑assisted diagnostics.
• Partner with product and engineering teams to embed support intelligence into the Xvantage platform.

Self‑Service and Knowledge Strategy

• Implement and mature a Knowledge‑Centered Service (KCS) operating model.
• Build scalable knowledge ecosystems for vendors and integration partners.
• Drive measurable improvements in ticket deflection and self‑service adoption.

Vendor Platform Support (X4V)

• Support vendors managing SKUs, pricing, promotions, and catalog metadata.
• Improve vendor onboarding and operational readiness.
• Identify systemic vendor experience issues and partner with Product and Engineering to resolve them.

Integration Ecosystem Support (XI)

• Lead support for partner integrations using APIs, XML, and integration frameworks.
• Support partners integrating the company capabilities into ERP, procurement, and ecommerce platforms.
• Ensure reliability of catalog APIs, pricing APIs, order management integrations, and provisioning workflows.

Platform Reliability & Ecosystem Health

• Define operational metrics including API reliability, integration success rates, vendor onboarding success, MTTR, and ticket deflection.
• Partner with DevOps, SRE, and Engineering teams to improve platform reliability.

Leadership Responsibilities

• Lead a global platform support team responsible for X4V and XI.
• Establish operational standards and performance metrics.
• Drive cross‑functional collaboration between Support, Product, Engineering, Vendor Management, and Platform Operations.
• Develop deep expertise within the team across vendor onboarding workflows, API integrations, developer support, and marketplace operations.
• Foster a culture of continuous improvement, innovation, and customer stewardship.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field.
• Minimum of 10 years of expertise on digital platforms supporting customers or vendors.
• Minimum of 5–7 years of experience successfully leading globally distributed teams across regions and time zones.
• Willingness and ability to travel to Buffalo, NY approximately once per month.
• Prior experience supporting partner integrations using APIs, XML, and integration frameworks.
• Proven experience driving support transformation from reactive ticketing to proactive, self‑service, KCS‑driven models.
• Demonstrated ability to leverage AI, automation, and analytics to improve platform reliability, user experience, and operational efficiency.
• Strong communication skills with ability to engage, present, and influence senior leadership and executive stakeholders.

Compensation & Benefits

Pay range: $130,000 – $145,000 CAD per year, depending on experience and location.

Benefits include flexible healthcare, dental, vision, mental health support, paid time off, RRSP matching, and more.

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. This company Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request; please contact us by sending an email to [e-mail]. We will assist with accommodations through the hiring process. Emails sent for non‑accommodation inquiries will not receive a response.