This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely. Position Summary: The Manager, Business Platform Operations is responsible for leading the global strategy, operations, and transformation of Ingram Micro's Zendesk platform. Zendesk serves as a critical business platform supporting customer experience, support operations, AI enablement, workflow automation, and enterprise service delivery across multiple global organizations. This leader will manage a global team responsible for platform operations, support, enablement, governance, integrations, reporting, and continuous improvement while driving adoption of AI-powered capabilities, self-service solutions, and operational best practices. The role combines strategic leadership with operational execution and is accountable for scaling the platform, modernizing support operations, improving customer outcomes, and enabling business transformation through technology.
Responsibilities: Business Systems Strategy & Platform Leadership:- Define and execute the roadmap for Zendesk and supporting business systems.
- Partner with business leaders to identify opportunities for process optimization, standardization, and automation.
- Drive platform governance, operating standards, and continuous improvement initiatives.
- Serve as a trusted advisor to leaders on technology strategy, operational excellence, and support transformation.
Global Platform Operations:- Lead global operations, administration, governance, and support for Zendesk and associated business systems.
- Ensure platform stability, scalability, security, and operational excellence.
- Establish and manage operational KPIs, service levels, support models, and governance processes.
- Drive improvements in SLA attainment, MTTR, customer satisfaction, and platform adoption.
- Maintain operational readiness across multiple regions and time zones.
- Oversee platform health, compliance, risk management, and business continuity planning.
Global Team Leadership:- Lead and scale a globally distributed team responsible for operations, administration, enablement, and support.
- Build organizational capability through capacity management, recruitment, coaching, mentoring, and succession planning.
- Foster a high-performing culture focused on accountability, innovation, collaboration, and customer experience.
- Establish performance objectives, operational metrics, and development plans for team members.
- Drive effective collaboration across North America, EMEA, APAC, and other global regions.
- Create a scalable operating model that supports growth, increasing platform adoption, and business expansion.
AI, Automation & Digital Transformation:- Define and execute the AI and automation strategy for the Zendesk user base
- Drive implementation of AI-powered capabilities including AI Agents, Agent Assist, intelligent routing, workflow automation, knowledge recommendations, and self-service experiences.
- Partner with Product, Engineering, Data, and Business teams to identify opportunities to improve productivity and customer experience through AI.
- Establish measurable success metrics for AI adoption, ticket deflection, productivity improvements, and operational efficiency.
- Drive innovation initiatives that modernize support operations and reduce manual effort.
- Evaluate emerging technologies and recommend investments that support long-term business objectives.
Enablement, Training & Knowledge Management:- Own the global enablement strategy for Zendesk and related business systems.
- Develop scalable onboarding, certification, and role-based learning programs.
- Drive user adoption and organizational maturity through training, communications, and best practice programs.
- Lead knowledge management initiatives supporting self-service, AI enablement, and operational excellence.
- Ensure platform documentation, knowledge articles, training materials, and operational procedures remain current and effective.
- Promote a culture of continuous learning and operational excellence across support organizations.
Stakeholder, Vendor & Financial Management:- Build strong partnerships with business leaders, technology teams, and executive stakeholders.
- Act as the primary liaison between business functions, platform teams, software development teams, and external vendors.
- Manage platform budgets, vendor relationships, licensing, contract negotiations, and renewals.
- Lead governance reviews, roadmap discussions, and Quarterly Business Reviews.
- Communicate platform performance, strategic priorities, risks, and business value to senior leadership.
Success Measures:- Platform availability and reliability
- SLA attainment and operational performance
- Reduction in Mean Time to Resolution (MTTR)
- Customer Satisfaction (CSAT) improvement
- AI adoption and productivity gains
- Self-service and ticket deflection effectiveness
- Successful platform rollouts and business outcomes
- Stakeholder satisfaction
- User adoption and enablement effectiveness
- Team engagement, retention, and development
- Budget management and vendor performance
- Operational efficiency and automation impact
What you bring to the role: - Bachelor's degree in computer science, Information Technology, or related field.
- 8-10+ years of experience leading enterprise business systems, service management platforms, customer support technologies, or operational technology teams.
- 5+ years of people leadership experience managing global teams.
- Experience leading enterprise-wide technology implementations, platform operations, or digital transformation initiatives.
- Demonstrated success driving operational excellence, process improvement, and technology adoption.
- Experience leveraging automation and AI technologies to improve business performance.
- Strong stakeholder management and executive communication skills.
- Experience managing vendors, budgets, and strategic technology partnerships.
- Strong analytical, problem-solving, and decision-making capabilities.
Preferred Experience: - Experience leading platforms such as Zendesk, ServiceNow, Freshworks, Dynamics, or similar enterprise technologies.
- Experience supporting global customer support, customer experience, or service delivery organizations.
- Experience implementing AI-enabled service management and support technologies.
- Experience with enterprise integrations, automation platforms, and customer experience solutions.
- Relevant platform certifications or IT Service Management certifications.
Leadership Profile: - Build and lead high-performing global teams.
- Think strategically while executing operationally.
- Use data, insights, and analytics to drive decision-making.
- Champion customer experience and operational excellence.
- Leverage AI and automation to scale service delivery.
- Lead large-scale platform rollouts and organizational change initiatives.
- Partner effectively with executives, business stakeholders, and technology leaders.
- Drive innovation while maintaining strong governance and operational discipline.
The typical base pay range for this role across Canada is $140,000 -155,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is for an existing vacancy and will not use AI for screening applicants. At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!
