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About the Role

Ingram Micro is transforming into a platform-driven technology company powered by the Ingram Micro Xvantage™ platform. The Senior Manager – AI-Enabled Platform Support will lead global support for two critical components of this ecosystem: Xvantage for Vendors (X4V) and Xvantage Integrations (XI). This role will reimagine how support operates in a modern platform ecosystem, shifting from reactive ticket resolution to AI-enabled, knowledge-driven, and self-service support.

Responsibilities

Drive the evolution from reactive support to AI-enabled proactive support.
Implement intelligent support capabilities such as AI copilots for agents, automated issue detection, and AI-assisted diagnostics.
Partner with product and engineering teams to embed support intelligence directly into the Xvantage platform.
Implement and mature a Knowledge-Centered Service (KCS) operating model.
Build scalable knowledge ecosystems for vendors and integration partners.
Drive measurable improvements in ticket deflection and self-service adoption.
Support vendors managing SKUs, pricing, promotions, and catalog metadata.
Improve vendor onboarding and operational readiness.
Identify systemic vendor experience issues and partner with Product and Engineering to resolve them.
Lead support for partner integrations using APIs, XML, and integration frameworks.
Support partners integrating Ingram Micro capabilities into ERP, procurement, and ecommerce platforms.
Ensure reliability of catalog APIs, integration success rates, vendor onboarding success, MTTR, and ticket deflection.
Define operational metrics including API reliability, integration success rates, vendor onboarding success, MTTR, and ticket deflection.
Partner with DevOps, SRE, and Engineering teams to improve platform reliability.
Lead a global platform support team responsible for X4V and XI.
Establish operational standards and performance metrics.
Drive cross-functional collaboration between Support, Product, Engineering, Vendor Management, and Platform Operations.
Develop deep expertise within the team across vendor onboarding workflows, API integrations, developer support, and marketplace operations.
Foster a culture of continuous improvement, innovation, and customer stewardship.

Requirements

Bachelor’s degree in computer science, Information Technology, or related field.
Minimum of 10+ years of expertise in digital platforms supporting customers or vendors.
Minimum of 5-7+ years of experience successfully leading globally distributed teams across different regions and time zones.
Must be willing and able to travel to Buffalo, NY office approximately once per month, as needed.
Prior experience supporting partner integrations using APIs, XML, and integration frameworks.
Proven experience driving support transformation from reactive ticketing to proactive, self-service, and knowledge-driven (KCS) support models.
Demonstrated ability to leverage AI, automation, and analytics to improve platform reliability, user experience, and operational efficiency.
Strong communication skills with the ability to effectively engage, present, and influence senior leadership and executive stakeholders.

Skills

AI copilots
Automated issue detection
AI-assisted diagnostics
Knowledge-Centered Service (KCS)
APIs
XML
Headless commerce
DevOps
SRE
Vendor onboarding
API integrations
Developer support
Marketplace operations

Location

Mississauga, Ontario

Work Type

Hybrid

Experience Level

Senior Manager
10+ years of expertise in digital platforms
5-7+ years of experience leading globally distributed teams

Education Level

Bachelor’s degree in computer science, Information Technology, or related field.

Salary/Compensations

CAD $130,000 - $145,000

Benefits

Merit increases
Annual bonuses
Sales incentives
Flexible Healthcare
Dental
Vision
Well-being benefits and perks
Critical illness coverage
Disability coverage
Mental health support
Paid time off
RRSP Matching

About the Company

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.
Ingram Micro has earned Great Place to Work Certification™ for 2026-2027 in Canada!
Ingram Micro Canada has also been recognized on the Canadian 2026 Best Workplaces in Technology list.
Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business.
Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders.

Equal Opportunity

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce.
Ingram Micro Canada is proud to be an equal opportunity employer.
We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
Accommodations for job applicants are available on request, please contact us by sending an email to AODAFeedback@ingrammicro.com.