Sr. Manager, Product Management – Unified Customer Support

Sr. Manager, Product Management Leading Customer Support For Ingram Micro's Global Platform Xvantage™

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!

Your role: As the Sr. Manager, Product Management leading Customer Support for Ingram Micro's global platform Xvantage™, you will serve as a pivotal leader within the Chief Product Officer's team. Your primary responsibilities include:

• Directing a team of Senior Product Managers (digital/technology) to craft a comprehensive vision and strategy for our next-generation Customer Support Platform and technology ecosystem.
• Spearheading, developing, and inspiring multi-year product roadmaps, aligning closely with overall strategy and collaborating closely with Engineering, UX, Operations, Data, and AI teams.
• Collaborating with country business leaders and cross-functional teams (UX, Engineering, B2B, Architecture, and Innovation) to define a product roadmap that fulfills company priorities.
• Partnering with business and functional executives to establish clear, measurable objectives and strategically deploy team resources to achieve business outcomes.
• Leading Technical Product teams to engage with key customers across all segments, prioritizing a deep understanding of both internal and external needs.
• Recruiting, mentoring, and cultivating the technical product management team, fostering a culture of ownership, collaboration, and results-oriented mindset.
• Developing strong customer service orientation and bringing latest Artificial Intelligence (AI) innovation to improve customer delight and bring operational efficiencies across the organization.
• Cultivating a culture of growth and inclusivity by supporting and coaching Technical Product leaders on essential skills as well as representing the team’s progress with executive presence.
• Overseeing multiple parallel work streams in a fast-paced, agile environment, ensuring alignment with business priorities and deadlines while continuously improving execution.
• Analyzing the competitive landscape and industry trends in the distribution sector to shape our product strategy effectively.

What you bring to the role:

• Hands-on experience collaborating with Engineering, AI, ML, and Data teams to scope, define, detail, and prioritize technical product requirements.
• Proven track record of developing and launching successful software products at global scale.
• Bachelor’s degree (master’s preferred) in computer science, engineering, or related fields.
• 8+ years of experience in a complex international environment, driving innovation with globally dispersed product management teams.
• 5+ years of experience managing high-performing technical product teams, preferably including management of people managers.
• Proficiency in leading and managing complex product portfolios, customer service product teams empowering cloud and B2B ecommerce platforms.
• Successful history of defining and launching multi-tier distribution and subscription offerings, with familiarity in cloud solutions and lifecycle services as an advantage.
• Experience conducting research and analysis, with fluency in quantitative and qualitative data.
• Ability to analyze industry and competitor trends to inform roadmaps, coupled with a passion for leading with data and reasoning to drive innovations and AI-led transformations.
• Strong executive presence with exceptional communication and presentation skills, capable of effectively engaging with executive staff, key stakeholders, and large teams.
• Dedication to quality and commitment to crafting engaging, intuitive experiences.
• Exceptional leadership and change management skills to inspire and influence staff across functions, levels, and geographies.
• Proficiency in talent management, including talent identification and development.
• Ability to collaborate effectively with remote partners and team members across different time zones, leveraging collaboration tools with excellent written and verbal communication skills.