Ingram Micro · 1 month ago
Executive Director, Unified Support
Irvine, CA, United States of America
Full-time
Hybrid
Director/Executive
$201K/yr - $362K/yr
12+ years expIngram Micro is a leading technology company for the global information technology ecosystem. The Executive Director, Unified Support will lead the global support organization for the Xvantage Platform, ensuring customer satisfaction and operational excellence while integrating AI and automation into the support model.
ConsultingElectronicsInformation ServicesInformation TechnologyLogisticsSoftwareSupply Chain ManagementVoIP
Responsibilities
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
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
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
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
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
Lead a global organization of managers, engineers, and support professionals across multiple time zones and delivery centers
Foster a high-performance culture built on collaboration, empathy, accountability, and innovation
Build and develop leadership bench strength through mentorship, training, and performance management
Promote diversity, equity, and inclusion across global teams while maintaining a unified culture and purpose
Own global Unified Support budgets, P&L, and cost optimization initiatives
Balance service quality and operational efficiency through intelligent staffing, automation, and vendor optimization
Measure and track AI ROI, automation savings, and cost-to-serve improvements
Qualification
Required
Bachelor's degree in business, technology, or a related field (MBA preferred)
12+ years of progressive leadership experience in global technical or customer support operations
Proven success leading large-scale support transformations with AI, automation, or platform modernization
Deep experience managing multi-vendor relationships and global escalation frameworks
Strong working knowledge of Zendesk, Netomi, or equivalent AI-enabled support technologies
Demonstrated experience leading offshore teams and managing distributed operations across multiple time zones
Background in multi-billion-dollar, high-transaction environments (cloud, SaaS, or platform-based)
Proven record of data-driven decision-making and executive-level stakeholder communication
Preferred
Experience within technology distribution or channel ecosystems
Deep understanding of subscription commerce, billing, and digital platform operations
Prior experience with support governance frameworks, QBRs, or customer escalations at the executive level
Financial acumen to manage operating budgets, vendor spend, and cost optimization initiatives
Benefits
Healthcare benefits
Paid time off
Parental leave
A 401(k) plan and company match
Short-term and long-term disability coverage
Basic life insurance
Wellbeing benefits
Company
Ingram Micro
Ingram Micro is a provider of technology products and supply chain management services.
10001+ employees
H1B Sponsorship
Ingram Micro has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (78)
2024 (76)
2023 (51)
2022 (54)
2021 (52)
2020 (50)
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-06-29Private Equity
2020-12-09Acquired
1996-11-01IPO
Leadership Team
Paul Bay
Chief Executive Officer
Mike Zilis
Chief Financial Officer
Recent News
2025-12-26
Company data provided by crunchbase