Executive Director, Unified
Listed on 2026-02-14
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IT/Tech
IT Support, Cloud Computing
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.
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. People Leadership…
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