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Digital Advocate

This job posting is no longer active.

Dallas, TX, États-Unis
ID de tâche: 57415

Partager:

Description

Ingram Micro is an integral part of the technology ecosystems, helping our partners grow and thrive through the creation and delivery of Information Technology, Cloud solutions and Lifecycle services. With more than $54 billion in revenue and the ability to reach 90% of the global population, we are one of the world’s largest technology distributors, serving our partners through operations in 61 countries with 29,000 associates.

The
Digital Advocate role is responsible for a full range of activities which drives adoption of digital operations, tools and platforms. Resulting in positive impact to the bottom line through reduction of manual work, growth of revenue and profitability streams and innovation that drives customer stickiness and success. Make recommendations to executives on changes in the business to better align with digital operations. 

Drive adoption of digital operations will report to the Director, GBS Digital Operations in Manilla.

Your Role:         

  • Utilize data to determine what customers, vendors and associates should be using self service and drive higher rates of usage
  • Understand the VOC to determine what features are priority to drive additional adoption and automation
  • Facilitate meetings, trainings, communities and material to help accelerate sustained adoption of digital platforms and services
  • Leverage financial models to target and drive meaningful adoption of digital tools that results in optimal bottom-line impact
  • Measure, track and build governance to ensure sustained adoption of digital operations
  • Support omnichannel communication inclusive of chat, email, and phone interactions with customers, associates, and vendors to answer questions around digital tools and information
End Results: Accelerate adoption and throughput of digital success metrics
Percentage: 70%

Major Responsibility: Process evolution and change

Supporting Actions:            
  • Identify through data, processes that are inhibiting adoption of digital operations and make recommendations for change in the business
  • Build compelling presentations for executives that show the impact of current and future processes
  • Identify new revenue and profitability streams that can be captured through the digital experience
End Results: Drive change in the business to ensure the best fit for the digital experience

Percentage: 10%

Major Responsibility: Data Analysis

Supporting Actions:            
  • Analyze data to determine the right success measures for digital adoption and the business impact
  • Build and evolve scorecards for customer, associate and vendors to determine success and opportunity areas for digital adoption and success
  • Present trends and insights to executives around the digital landscape current and future states
  • Benchmark success vs industry standards
End Results: Drive change in the business to ensure the best fit for the digital experience

Percentage: 20%

Decisions free to make:

  • Priority of digital feature needs
  • Customers to target for adoption

Explain the decisions that depend on position’s advice:

  • What customers should we target to move the needle on converting significant volume to digital?
  • What features will scale our business 10x in the next 18 months?

 

Example decisions that depend on position’s advice:

  • What is the roadmap of activities to take a customer from legacy to successful digital customer?

                                                                                  

Qualifications: 

  • Four-year college degree on Business, Finance or IT or equivalent experience.
  • Minimum 5 years functional experience including a minimum of 3 years’ experience of Customer support, change management or business analysis.
Technical Skills Required
  • Ability to navigate reporting tools like PowerBI/Qlik/Looker
  • Advanced Excel
  • Chat/email/soft phone experience
  • Knowledge of IM360/Microsoft Dynamics
Foundational Competencies:

Drives Results
  • Sets aggressive goals and has highest standards
  • Is consistently one of the top performers
  • Pursues everything with energy and drive, the need to finish
  • Persists in the face of challenges and setbacks
  • Always keeps the end in sight, puts in extra effort to meet deadlines
  • has a strong business acumen with focus on bottom line impact
  • Self-starter with proactive mindset
Decision Quality
  • Makes sound decisions, even in the absence of complete information
  • Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions
  • Considers all relevant factors and uses appropriate decision-making criteria and principles
  • Recognizes when a quick 80% solution will sufficient
  • Is data driven with a logical connection to expected results
Communicates Effectively
  • Is effective in a variety of communication settings, 1:1, small, large groups, or among diverse styles and position levels.
  • Attentively listens
  • Adjusts to fit the audience and the message
  • Provides timely and helpful information to others across the organization
  • Encourages the open expression of diverse ideas and opinions
  • Keeps his/her manager informed of any problems, challenges, or unanticipated events affecting his/her work.
Customer Impact top of mind
  • Understands the customers business and how changes will impact them
  • Thinks about current and future state through the mind of a challenging customer
  • Can anticipate customer adoption and roadblocks of digital tool usage

Competencies

  •  Self Development
  • Generally aware of new trends in field
  • Learns new concepts and can apply them broadly
  • Strongly aware of personal weaknesses
  • Sets self-development goals
  • Interpersonal Savvy
  • Relates comfortably with people across levels, functions and culture
  • Acts with diplomacy and tact
  • Builds rapport in an open, friendly and accepting way
  • Builds constructive relationships with people both similar and different to self
  • Picks up on interpersonal and group dynamics
  • Some recognition of on job conflict
  • May suggest solutions to conflicts
  • Somewhat aware of sensitive issues
  • Some tolerance of difficult people
  • Instills Trust
  • Follows through on commitments
  • Is Seen as direct and truthful
  • keeps confidences
  • Practices what he/ she preaches
  • Shows consistency between words and actions
  • Being Resilient
  • Remains calm and confident under pressure.
  • Views setbacks as an opportunity to learn.
  • Some ability to manage conflict

 

This is not a complete listing of the job duties.  It’s a representation of the things you will be doing, and you may not perform all these duties.

 

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check that includes verification of vaccination status.

 

Ingram Micro requires all new associates to be fully vaccinated against COVID-19. Therefore, this position requires applicants to submit proof, prior to start date, that the successful applicant is fully vaccinated against COVID-19. Ingram Micro will comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.  Applicants will be notified of the requirements of Ingram Micro’s COVID-19 policy and process for verification of vaccination status prior to the start of employment. 

 

Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not – and will not – tolerate these actions.

 

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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Ingram Micro
Partager:
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