Primary Focus:

• Primary focus on operational workflows, efficiency, quality, execution, and optimization of workgroup
• Provide strong leadership through ongoing coaching and mentoring that builds a confident, high-performing operations team.
• Provide focus, strategic planning, vision and execution of workgroup operation and design.
• Enable and support a great customer experience and the achievement of our business objectives.
• Act as second level escalation point of contact for operational situations

Key Responsibilities:

• Manage daily operational activities, including performance monitoring, associate supervision, workforce planning, and adherence to service level agreements.
• Use Lean, Six Sigma, and/or other continuous improvement methodologies to streamline workflows, reduce costs, and deliver measurable performance improvements
• Establish and enforce comprehensive quality control procedures, including workflow monitoring, audits, compliance checks, and corrective/preventive action management
• Monitor key performance indicators (KPIs) and use data-driven insights to identify trends, root causes, and opportunities for improvement in service delivery, quantity, timeliness, and accuracy
• Coach, mentor, and develop associates-delivering targeted training on best practices in customer service, operational processes, and quality assurance.
• Collaborate effectively with process stakeholders to develop initiatives and strategies that maximize efficiency, improve quality, and deliver outstanding customer experience
• Manage Platform Operations teams through onboarding, coaching, development, and top talent retention.
• Conduct and log bi-weekly 1:1's with all team members; review challenges, wins, and associate development plans.
• Provide second-level escalation support for process and/or operation related issues.
• Use leadership and focus to leverage the strengths of the team and each team member.
• Create an environment of accountability, responsibility, and collaboration.

The Sr Mgr, Platform Operations has a proven track record of improving organizational performance, leading teams that interact with complex and diverse processes, regularly exceeding goals. They are expected to challenge the status quo, have a strong bias for action, take calculated risks, display and champion innovation, and reduce inefficiencies. Functioning as a solutions-oriented leader who goes beyond team management, the Sr Mgr, Platform Operations is involved in strategic projects and change initiatives, along with championing lean practices within the organization.

KNOWLEDGE AND SKILLS:

Skilled in:

• Advanced Operational Excellence: Expert in developing and implementing strategic operational initiatives to drive substantial growth.
• Leadership Excellence: Proven track record of cultivating and leading high-performance teams towards exceptional results.
• Anticipate operational challenges, proactively create action plans, and execute with intensity-turning analysis into action.
• Establish executive-level reporting that moves beyond KPIs to actionable intelligence, ensuring improvements are sustained over time.
• Ability to manage managers & other high-caliber individual contributors focused on productivity, driving efficiency, Quality Assurance, and CX performance across functional areas.
• Minimum of a Green Belt in Lean, Six Sigma, or equivalent certification in other continuous improvement methodologies to streamline workflows, reduce costs, and deliver measurable performance improvements.

Ability to:

• Strategic Leadership: Inspire and lead teams by setting clear performance expectations, managing execution, and driving strategic initiatives.
• Advanced Coaching and Development: Coach and develop team members to elevate skills, fostering continuous improvement and professional growth.
• Set realistic and achievable goals/objectives and timelines

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

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. 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.

This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all these duties.