Executive Director, Unified Support

Executive Director, Unified Support

Accelerate your career. Join the organization that's driving the world's technology and shape the future.

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart. Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

Join a company that's transforming how technology is delivered and supported globally. As part of the Platform Services & Support (PSS) leadership team, you will redefine the future of digital platform support, blending AI, automation, and human expertise to create an exceptional customer and partner experience.

The Platform Services & Support (PSS) organization is at the center of Ingram Micro's evolution into a platform company, responsible for driving operational excellence, reliability, and customer experience across all technology platforms, including Xvantage, our flagship digital commerce and subscription platform.

Your Role :

The Executive Director, Unified Support will lead the global support organization for the Xvantage Platform, including the Subscription Engine. This executive will own the end-to-end customer support experience, integrating people, process, and technology to deliver a unified, AI-led, and data-driven global support model. The role is accountable for ensuring customer satisfaction, operational excellence, and collaboration with Product, Engineering, and Vendor partners to continuously improve platform performance and service quality. The ideal candidate is a strategic, execution-focused leader who thrives in fast-paced, high-transaction environments, has experience in multi-vendor ecosystems, and can lead at scale across geographies, teams, and cultures.

Responsibilities :

Strategic Leadership & Transformation

Define and execute the Unified Support vision and operating model across all Xvantage support functions.

Lead the modernization of support operations through automation, AI-led self-service, and data-driven decision-making.

Establish and manage end-to-end SLAs and SLOs across internal teams, vendors, and customers.

Create visibility through executive dashboards and performance scorecards that link operational outcomes to customer experience.

Champion a culture of continuous improvement, accountability, and customer obsession across the global support organization.

Operational Excellence & Escalation Management

Oversee day-to-day support operations (L1, L2, and vendor escalations) across global onshore and offshore teams.

Implement strong escalation management frameworks that ensure timely response, transparency, and stakeholder communication.

Drive operational rigor through key KPIs such as CSAT, MTTR, FCR, backlog health, and automation containment rates.

Identify process inefficiencies and drive corrective action plans that improve quality and reduce cost-to-serve.

Serve as the executive escalation point for critical issues impacting customers, vendors, or internal systems.

Vendor & Partner Management

Act as the executive liaison for key vendor support organizations (e.g., Microsoft, AWS, Adobe, Cisco, Google, etc.).

Develop and maintain joint SLAs, escalation paths, and governance models with strategic vendors.

Ensure Root Cause Analyses (RCAs) and remediation plans are followed through collaboratively with vendors.

Partner with Product Management, Vendor Management, and Legal to influence vendor accountability and contract-level performance.

Cross-Functional Collaboration

Partner closely with Product and Engineering to ensure customer feedback drives platform fixes, enhancements, and releases.

Collaborate with Sales, Customer Success, and Country Leadership to align support delivery with business and customer needs.

Represent Unified Support in Customer and Sales QBRs, presenting performance insights, improvement initiatives, and risk mitigation actions.

Engage with Finance, Operations, and Vendor Management to align cost efficiency and operational scalability.

AI-Led Support & Technology Enablement

Drive the evolution of AI-led support, leveraging automation, chatbots, and predictive analytics to improve customer outcomes.

Lead the strategy and execution of support technology platforms, including Zendesk, Netomi, and integrated AI / ML solutions.

Partner with Data & AI teams to implement sentiment analysis, trend prediction, and anomaly detection to enhance proactive support.

Ensure robust data governance, reporting, and visualization for actionable decision-making.

People Leadership & Culture

Lead a global organization of managers, engineers, and support professionals across multiple time zones and delivery centers.

Foster a high-performance culture built on collaboration, empathy, accountability, and innovation.

Build and develop leadership bench strength through mentorship, training, and performance management.

Promote diversity, equity, and inclusion across global teams while maintaining a unified culture and purpose.

Financial Management

Own global Unified Support budgets, P&L, and cost optimization initiatives.

Balance service quality and operational efficiency through intelligent staffing, automation, and vendor optimization.

Measure and track AI ROI, automation savings, and cost-to-serve improvements.

Key Success Indicators (First 1218 Months)

Unified global support model established with harmonized SLAs, processes, and escalation paths.

Measurable improvement in CSAT, NPS, and time-to-resolution metrics.

Demonstrable gains in AI-led containment and self-service adoption.

Fully operational vendor governance model with adherence to joint SLAs.

Increased visibility into operational performance through real-time dashboards and analytics.

Strong collaboration and alignment across Product, Engineering, Sales, and Country teams.

What You Bring To The Role :

Bachelor's degree in business, technology, or a related field (MBA preferred).

12+ years of progressive leadership experience in global technical or customer support operations.

Proven success leading large-scale support transformations with AI, automation, or platform modernization.

Deep experience managing multi-vendor relationships and global escalation frameworks.

Strong working knowledge of Zendesk, Netomi, or equivalent AI-enabled support technologies.

Demonstrated experience leading offshore teams and managing distributed operations across multiple time zones.

Background in multi-billion-dollar, high-transaction environments (cloud, SaaS, or platform-based).

Proven record of data-driven decision-making and executive-level stakeholder communication.

Preferred

Experience within technology distribution or channel ecosystems.

Deep understanding of subscription commerce, billing, and digital platform operations.

Prior experience with support governance frameworks, QBRs, or customer escalations at the executive level.

Financial acumen to manage operating budgets, vendor spend, and cost optimization initiatives.

Core Competencies

Customer-