Sr Manager, SI Enable Platform Support (X4C)

Xvantage for Customers (X4C) is the primary digital interface through which customers and partners interact with the Ingram Micro Xvantage platform. Through X4C, customers manage key business workflows including product discovery, quoting, ordering, account management, order tracking, billing visibility, and operational insights.

The Senior Manager – AI‑Enabled Platform Support will lead the global support strategy for the X4C platform. This role is responsible for transforming support from reactive ticket resolution to an AI‑enabled, knowledge‑driven, and self‑service model that improves platform reliability, customer experience, and operational efficiency.

This leader will partner closely with Product, Engineering, DevOps/SRE, and Customer Experience teams to continuously improve the platform, reduce friction for customers, and drive measurable improvements in support performance including ticket deflection, MTTR reduction, platform reliability, and digital adoption.

Your role:

AI‑Enabled Support Transformation

Lead the evolution of X4C support through AI‑enabled capabilities including AI copilots for agents, conversational AI chat, automated diagnostics, and intelligent case routing. Identify opportunities to automate repetitive support workflows and reduce support demand through AI, self‑service, and product improvements.

End‑to‑End Customer Experience Ownership

Drive end‑to‑end customer experience improvements across the X4C platform. Act as the Voice of the Customer by leveraging support insights, telemetry, and feedback to identify systemic platform issues and partner with Product and Engineering to resolve them.

Customer Journey Optimization

Analyze key customer workflows including product discovery, quoting, order placement, order tracking, account management, and billing visibility. Identify friction points and lead cross‑functional initiatives that simplify workflows and improve usability.

Knowledge‑Centered Service (KCS) & Self‑Service

Implement and mature a Knowledge‑Centered Service operating model. Build scalable knowledge assets including knowledge base articles, troubleshooting guides, and AI‑surfaced support content that enables customers and agents to resolve issues faster.

Platform Reliability & Availability

Partner with Engineering and SRE teams to improve platform reliability and availability from a customer experience perspective. Ensure incidents impacting customers are rapidly resolved and root causes are addressed.

Voice of Customer & Insights

Capture and analyze Voice of Customer insights from support interactions, AI chat sessions, and knowledge usage data to identify patterns and influence platform improvements.

Data‑Driven Support Operations

Develop dashboards and reporting frameworks that provide visibility into platform health and support performance including ticket deflection, MTTR, platform reliability, knowledge reuse, customer satisfaction, and digital adoption.

Platform Stewardship

Promote a platform stewardship mindset across the support organization—focusing not only on resolving issues, but on continuously improving the platform to eliminate customer friction.

Leadership Responsibilities

Lead a global X4C platform support team and establish operational standards and performance metrics aligned with platform growth and customer experience goals. Foster a culture of innovation, ownership, and continuous improvement while strengthening collaboration across Support, Product, Engineering, and Platform Operations teams.

Key Success Metrics

• Ticket deflection and self‑service adoption

• MTTR and resolution quality

• Platform reliability and availability

• Customer satisfaction

• Digital platform adoption

• Knowledge reuse and KCS maturity

What you bring to the role:

• Four-year college degree or equivalent combination of education and experience required.

• 10+ years of experience in platform operations, SaaS support leadership, or digital platform environments.

• Experience implementing AI‑enabled support tools and automation.

• Proven ability to drive cross‑functional improvements with Product and Engineering.

• Experience implementing Knowledge‑Centered Service (KCS) or similar frameworks preferred.

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