Sr. Manager, Voice of the Customer Program

About the role

The Ingram Micro User Experience Design team is seeking a senior Customer Experience leader to drive improvements to Xvantage, Ingram Micro's digital platform.

Responsibilities

• Define, lead, and build out the Voice of the Customer program at Ingram Micro, integrating diverse data sources and translating them into actionable insights.
• Develop a deep understanding of internal and external user groups, as well as their end-customers, to ensure best-in-class product experiences.
• Develop processes and promote best practices to continuously reduce friction and drive improvements in the Product experience.
• Own and drive cross-organizational decisions and product changes that deliver tangible improvements to the Ingram Micro customer experience.
• Regularly share data, insights, progress, and recommendations with senior leadership.
• Lead and facilitate regular meetings, shareouts, and status updates.
• Identify and facilitate incorporation of new data sources.
• Identify and implement process improvements to streamline and simplify data synthesis.
• Represent the Experience Design organization to other senior and executive leaders within the organization.
• Champion customer experience across the organization.
• Foster an inclusive and collaborative team culture that supports creativity, accountability, and growth.

Requirements

• Bachelor’s degree (or equivalent combination of education and experience) required.
• 10+ years of experience in User Experience/Product Design, Customer Experience, Product Management, or Program Management fields, including at least 2 years in leadership roles.
• Proven track record of leading international programs driving customer experience improvements with measurable impact.
• Exceptional communication and stakeholder management skills.
• Proficiency with qualitative and quantitative data gathering, data synthesis, and modern AI capabilities.
• Experience working in agile environments and partnering closely with product and engineering teams.
• Experience scaling programs in a fast-paced, high-growth environment.
• Familiarity with accessibility and inclusive design standards.
• Basic understanding of front-end development or technical constraints and opportunities.

Qualifications

• Ability to define, lead, and build out the Voice of the Customer program.
• Deep understanding of internal and external user groups and their end-customers.
• Experience developing processes and promoting best practices to improve customer experience.
• Experience owning and driving cross-organizational decisions and product changes.
• Strong communication and stakeholder management skills.
• Proficiency with data gathering, synthesis, and modern AI capabilities.
• Experience working in agile environments and collaborating with product and engineering teams.
• Experience scaling programs in a fast-paced, high-growth environment.
• Understanding of accessibility and inclusive design standards.
• Basic knowledge of front-end development or technical constraints and opportunities.

Skills

• Strategic leadership and vision.
• Stakeholder management and collaboration.
• Data analysis and interpretation.
• Process improvement and optimization.
• Customer-centric approach.
• Agile methodologies and project management.
• Accessibility and inclusive design principles.
• Front-end development basics.

Benefits

At Ingram Micro, 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 $116,000.00 - $197,200.00 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.

Schedule

This role offers a flexible schedule to accommodate the needs of the employee and the organization.