Sr Principal, Product Manager - Unified Support & AI Experience

Ingram Micro Inc in; Irvine (CA); Hybrid; USD 162,000 - 270,000; Full time

Benefits offered by this job

Merit increases

Annual bonus

Healthcare benefits

Paid time off

Parental leave

401(k) plan

Short-term disability

Long-term disability

Life insurance

Wellbeing benefits

Job summary

Ingram Micro Inc. in Irvine, CA, is seeking a Senior Principal Product Manager to lead the strategy and roadmap for Unified Support and AI Experience.

This role sits at the intersection of AI transformation, customer experience, platform scale, and enterprise leadership across a global retail technology ecosystem. You will partner with Engineering, AI/ML, Operations, and CX leaders to deliver scalable platform capabilities, drive omnichannel experiences, and measure success with KPIs like CSAT

Qualifications

• Bachelor's degree in a relevant field.
• 8+ years of Product Management experience in enterprise SaaS, cloud, marketplace, or platform environments.
• Proven experience building or scaling unified support or customer experience platforms globally.
• Strong AI transformation experience with production-level implementations.
• Experience with Zendesk, ServiceNow, Salesforce, NICE, Netomi, or similar platforms.
• Deep understanding of conversational AI, intelligent automation, and self-service ecosystems.
• Executive presence with strong communication and stakeholder management.
• Ability to balance AI-driven efficiency with customer experience and human outcomes.
• This is not a complete listing of the job duties.

Responsibilities

• Define and execute the product strategy and roadmap for Unified Support globally.
• Lead AI transformation initiatives across chat, voice, self-service, claims, returns, and agent‑assist experiences.
• Drive automation and intelligent workflow orchestration across high‑volume support operations.
• Partner with Engineering, AI/ML, Operations, and CX leaders to deliver scalable platform capabilities.
• Build seamless omnichannel support experiences across customer, partner, vendor, and associate journeys.
• Influence executive stakeholders and bring strategic product vision.
• Measure success through KPIs such as self-service adoption, containment, MTTR, ticket reduction, and CSAT.

Skills

Product management

Enterprise SaaS

AI transformation

Executive presence

Stakeholder management

Cross-functional leadership

Communication

Strategic thinking

Education

Bachelor's degree in Computer Science, Engineering, Business, or related field

Tools

Zendesk

ServiceNow

Salesforce

NICE

Netomi

Job description

Sr Principal, Product Manager - Unified Support & AI Experience (Finance)

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.com

Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

This position is a hybrid role based with three days onsite and two days remote per week.

This position is currently being recruited in Mississauga, Ontario, our primary hiring location, and Irvine, California. We are actively seeking qualified candidates and may fill the position in either location based on business needs and the qualifications of the selected candidate.

Your role:

Ingram Micro is transforming support into a modern, AI-enabled global platform experience. We are looking for a visionary Senior Principal Product Manager to lead product strategy and roadmap execution for our Unified Support and AI Experience ecosystem. This is a highly visible leadership opportunity for someone who thrives at the intersection of AI transformation, customer experience, platform strategy, and operational scale. This role is ideal for a product leader who has successfully transformed enterprise support experiences within large SaaS, cloud, platform, or marketplace organizations and who understands that great AI experiences are measured not only by efficiency gains, but also by customer trust, usability, and human outcomes. You won't inherit a static roadmap.

You'll help define the future direction.

Why This Role Matters:

This is a rare builder opportunity to help define the future of AI-enabled support within one of the world's largest technology distribution and platform companies. You'll join a transformation already in motion, with executive visibility, mature AI initiatives already in production, and the opportunity to shape how AI and human expertise work together to deliver world-class support experiences globally.

Responsibilities:

• Define and execute the product strategy and roadmap for Unified Support globally.
• Lead AI transformation initiatives across chat, voice, self-service, claims, returns, and agent‑assist experiences.
• Drive automation and intelligent workflow orchestration across high‑volume support operations.
• Partner with Engineering, AI/ML, Operations, and CX leaders to deliver scalable platform capabilities.
• Build seamless omnichannel support experiences across customer, partner, vendor, and associate journeys.
• Influence executive stakeholders and bring strategic product vision - not just requirements gathering.
• Measure success through KPIs such as self‑service adoption, containment, MTTR, ticket reduction, and CSAT.

What you bring to the role:

• Bachelor's degree in computer science, Engineering, Business, or a related field.
• 8+ years of Product Management experience in enterprise SaaS, cloud, marketplace, or platform environments.
• Proven experience and able to build or scale unified support or customer experience platforms on a global scale.
• Strong AI transformation experience with production‑level implementations.
• Experience with technologies such as Zendesk, ServiceNow, Salesforce, NICE, Netomi, or similar platforms.
• Deep understanding of conversational AI, intelligent automation, agentic workflows, and self‑service ecosystems.
• Executive presence with strong communication and stakeholder management skills.
• Ability to balance AI‑driven efficiency with customer experience and human outcomes.
• 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 of these duties.

The typical base pay range for this role across the U.S. is USD $158,900.00 - $270,100.00 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.

• Merit increases
• Annual bonus or sales incentives and long‑term incentives
• Healthcare benefits
• Paid time off
• Parental leave
• 401(k) plan and company match
• Short‑term disability coverage
• Long‑term disability coverage
• Basic life insurance
• 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.