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Ingram Micro is seeking an Executive Director for Unified Support to lead their global support organization for the Xvantage Platform. The ideal candidate should have extensive experience in customer support operations, particularly in managing multi-vendor ecosystems and leading transformations using AI and automation.
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Job Summary
This role leads the global support organization for the Xvantage Platform, integrating people, process, and technology to deliver a unified, AI-led support model.
The Executive Director will own end-to-end customer satisfaction while driving operational excellence through automation, data-driven decision-making, and strategic vendor governance.
Candidates must possess strong financial acumen to manage global budgets and P&L while fostering a culture of continuous improvement and accountability across distributed teams.
Matching Summary
Match Score: 75
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Ingram Micro is seeking an Executive Director for Unified Support to lead their global support organization for the Xvantage Platform. The ideal candidate should have extensive experience in customer support operations, particularly in managing multi-vendor ecosystems and leading transformations using AI and automation.
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Salary
Base: USD $200,900.00 - $361,600.00 per year; Bonus/Equity: Eligible for annual bonus, merit increases, and long-term incentives; Benefits: Healthcare, 401(k) match, paid time off, parental leave, and disability coverage
Skills & Requirements
Must-have
12+ years global technical support leadership
Experience with Zendesk and Netomi platforms
Multi-vendor ecosystem management expertise
AI and automation strategy implementation
Global team leadership across time zones
P&L ownership and cost optimization
Nice-to-have
Background in technology distribution channels
Deep understanding of subscription commerce
Prior experience with QBRs and executive escalations
Strong diversity, equity, and inclusion focus
Experience in high-transaction SaaS environments
Key Requirements
Bachelor's degree required; MBA preferred
12+ years progressive leadership in global support
Proven track record in multi-billion dollar environments