Sr Manager, Platform & Integration Support

About the role

The Senior Manager – AI-Enabled Platform Support will lead global support for two critical components of the Ingram Micro Xvantage™ platform ecosystem: Xvantage for Vendors (X4V) and Xvantage Integrations (XI).

Responsibilities

• 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.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field.
• 7+ years of experience in digital platform customer or vendor support.
• 5+ years of managing a global team.
• Prior experience supporting partner integrations using APIs, XML, and integration frameworks.
• Experience with AI-enabled proactive support a plus.

Qualifications

• Proven leadership and management experience.
• Strong technical acumen and understanding of digital platforms.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.

Skills

• AI and machine learning.
• Knowledge-Centered Service (KCS).
• APIs and integration frameworks.
• Vendor and partner management.
• Operational metrics and analytics.

Benefits

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.

Pay

The typical base pay range for this role across the U.S. is USD $105,500.00 - $179,400.00 per year.

Schedule

Not specified.