Regional Support Operations Manager

Join to apply for the Regional Support Operations Manager role at Ingram Micro. Position Summary The Regional Support Operations Manager is accountable for platform performance and customer support operations across a designated region, while maintaining a global mindset and alignment with enterprise-wide standards. This role oversees the regional Elite partner program, ensures high‑touch, proactive service for strategic customers, and drives operational excellence. The position also owns platform strategy and execution across multiple platforms (X4A, X4C, XI, X4V), serving as a critical bridge between regional execution, global strategy, Product, and Engineering teams. Key Responsibilities Platform Strategy & Innovation Own platform strategy and execution across X4A, X4C, XI, and X4V within the region, ensuring alignment with regional needs and global standards. Partner closely with Product and Engineering to drive platform improvements, resolve systemic issues, and enhance usability and performance within and across the regions. Develop and communicate platform strategy recommendations, ensuring alignment with long‑term business goals. Lead the development and deployment of self‑service capabilities and AI agents to improve efficiency and reduce support volume. Continuously evaluate and improve platform KPIs, including performance, adoption, and customer satisfaction, taking strategic action to drive improvements and make recommendations to drive sustainable change. Operational Leadership Own global support KPIs including ticket resolution, CSAT, and SLO adherence. Oversee day‑to‑day support operations, consulting on backlog management and global workflows. Drive continuous improvement initiatives across platforms, processes, and support delivery. Partner with Product and Engineering to address platform health, performance, stability and usability concerns. Team Leadership & Management Build a high‑performing, empathetic support culture focused on accountability and customer advocacy. Provide coaching, career development, and performance management for regional support and TAM staff. Develop strategic and operational goals for in‑country teams and Unified Support. Analyze support trends and TAM feedback to identify systemic issues and drive product or process improvements. Elite Customer Handling Lead and mentor the regional TAM support team, ensuring strategic accounts receive proactive, personalized support. Develop account coverage models, escalation protocols, and success plans tailored to high‑value customers. Collaborate with Sales and Customer Success to align TAM efforts with broader customer engagement strategies. Analyze customer feedback, usage patterns, and pain points to influence product roadmap decisions. Service Delivery & Reporting Create regular executive reports on system health, data, and issue trends. Present Monthly and Quarterly Business Reviews to country executives. Translate organizational goals into actionable department‑level initiatives. Process Optimization & Continuous Improvement Introduce automation tools to reduce ticket volumes, resolve root causes, reduce cost to serve, streamline processes, and foster innovation. Manage self‑service success, automation, and preparedness for new platform features/releases. Scope, analyze, and complete cross‑functional projects and processes that improve the associate and customer experience and key performance metrics. Stakeholder Management Serve as the liaison between technical teams and business stakeholders, acting as the voice of platform pain points and shaping cross‑functional roadmaps. Represent the department in senior leadership discussions and planning sessions. Review and recommend regional segmentation to optimize support delivery. Prioritize enhancements and fixes based on business impact. Support IT audits, security compliance, and data governance. Qualifications Required Bachelor’s degree in Computer Science, Information Systems, or related field. 3+ years in a global senior leadership role. Proven experience managing cross‑functional technical teams, vendor partners, and enterprise application support. Experience with service desk platforms (e.g., Zendesk, ServiceNow, Jira Service Management). Strong understanding of platform strategy, AI‑driven support models, and self‑service technologies. Excellent communication, analytical, and stakeholder management skills. Excellent presentation skills. Seniority Level Director Employment Type Full‑time Job Function Management and Manufacturing IT Services and IT Consulting Referrals increase your chances of interviewing at Ingram Micro by 2x. #J-18808-Ljbffr