<p>Accelerate your career. Join the organization that's driving the world's technology and shape the future.</p> <p>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</p> <p>Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!</p> <p>Ingram Micro is transforming into a platform-driven technology company powered by the Ingram Micro Xvantage platform. The Senior Manager - AI-Enabled Platform Support will lead global support for two critical components of this ecosystem: Xvantage for Vendors (X4V) and Xvantage Integrations (XI).</p> <p>X4V enables vendors to onboard and manage product catalogs, SKUs, pricing, and promotions within the digital marketplace. XI enables partners to integrate directly with Ingram Micro through APIs, XML, and other integration capabilities, enabling headless commerce experiences.</p> <p>This role will reimagine how support operates in a modern platform ecosystem, shifting from reactive ticket resolution to AI-enabled, knowledge-driven, and self-service support. The leader will focus on improving platform reliability, developer experience, vendor experience, and operational efficiency through automation, AI tooling, and Knowledge-Centered Service (KCS).</p> <p>Your role:</p> <p>AI-Enabled Support Transformation</p> <ul> <li> <p>Drive the evolution from reactive support to AI-enabled proactive support.</p> </li><li> <p>Implement intelligent support capabilities such as AI copilots for agents, automated issue detection, and AI-assisted diagnostics.</p> </li><li> <p>Partner with product and engineering teams to embed support intelligence directly into the Xvantage platform.</p> </li></ul> <p>Self-Service and Knowledge Strategy</p> <ul> <li> <p>Implement and mature a Knowledge-Centered Service (KCS) operating model.</p> </li><li> <p>Build scalable knowledge ecosystems for vendors and integration partners.</p> </li><li> <p>Drive measurable improvements in ticket deflection and self-service adoption.</p> </li></ul> <p>Vendor Platform Support (X4V)</p> <ul> <li> <p>Support vendors managing SKUs, pricing, promotions, and catalog metadata.</p> </li><li> <p>Improve vendor onboarding and operational readiness.</p> </li><li> <p>Identify systemic vendor experience issues and partner with Product and Engineering to resolve them.</p> </li></ul> <p>Integration Ecosystem Support (XI)</p> <ul> <li> <p>Lead support for partner integrations using APIs, XML, and integration frameworks.</p> </li><li> <p>Support partners integrating Ingram Micro capabilities into ERP, procurement, and ecommerce platforms.</p> </li><li> <p>Ensure reliability of catalog APIs, pricing APIs, order management integrations, and provisioning workflows.</p> </li></ul> <p>Platform Reliability & Ecosystem Health</p> <ul> <li> <p>Define operational metrics including API reliability, integration success rates, vendor onboarding success, MTTR, and ticket deflection.</p> </li><li> <p>Partner with DevOps, SRE, and Engineering teams to improve platform reliability.</p> </li></ul> <p>Leadership Responsibilities</p> <ul> <li> <p>Lead a global platform support team responsible for X4V and XI.</p> </li><li> <p>Establish operational standards and performance metrics.</p> </li><li> <p>Drive cross-functional collaboration between Support, Product, Engineering, Vendor Management, and Platform Operations.</p> </li><li> <p>Develop deep expertise within the team across vendor onboarding workflows, API integrations, developer support, and marketplace operations.</p> </li><li> <p>Foster a culture of continuous improvement, innovation, and customer stewardship.</p> </li></ul> <p>What you bring to the role:</p> <ul> <li> <p>Bachelor's degree in computer science, Information Technology, or related field.</p> </li><li> <p>7+ years of experience in digital platform customer or vendor support</p> </li><li> <p>5+ years of managing a global team</p> </li><li> <p>Prior experience supporting partner integrations using APIs, XML, and integration frameworks.</p> </li><li> <p>Experience with AI-enabled proactive support a plus.</p> </li></ul> <p>#LI-SK1</p> <p>The typical base pay range for this role across the U.S. is USD $105,500.00 - $179,400.00 per year.</p> <p>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.</p> <p>At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.</p> <p>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.</p> <p>Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.</p> <p>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.</p>