Description:
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). 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.
Why This Role Matters: 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).
Responsibilities:
AI-Enabled Support Transformation
- Drive the evolution from reactive support 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 directly 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 Ingram Micro 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.
What you bring to the role:
- Bachelor’s degree in computer science, Information Technology, or related field.
- Minimum of 10+ years of expertise in digital platforms supporting customers or vendors.
- Minimum of 5-7+ years of experience successfully leading globally distributed teams across different regions and time zones.
- Must be willing and able to travel to Buffalo, NY office approximately once per month, as needed.
- Prior experience supporting partner integrations using APIs, XML, and integration frameworks.
- Proven experience driving support transformation from reactive ticketing to proactive, self-service, and knowledge-driven (KCS) support models.
- Demonstrated ability to leverage AI, automation, and analytics to improve platform reliability, user experience, and operational efficiency.
- Strong communication skills with the ability to effectively engage, present, and influence senior leadership and executive stakeholders.