Executive Director, Customer Platform

Description

Ingram Micro is the business behind the world’s brands, providing more ways to realize the promise of technology®. We are an integral part of the technology ecosystem, 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.

Ingram Micro has earned Great Place to Work Certification™ for 2022-2023 in the United States! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position is in the Irvine, California corporate headquarters and has the opportunity for hybrid work with up to three days remote per week.

We are on a path to transform Ingram Micro into a Digital Platform Business, based on experience and outcomes. Our strategy starts with Customer Experience and is intently focused on the journey of the three main users (Customer, Associate, Vendor) of our Digital Platform Xvantage, built on latest AI/ML technology and thus connected via Data and Intelligence.

The scope of Ingram Micro’s Digital Transformation is end-to-end, cross functional and throughout all levels of the organization. It will require defining priority opportunities with high organizational impact within manageable levels of investments that generate an optimal return. This will include being able to transform the business model through the digital platform initiatives and enable a “perform and transform” approach. The Executive Director, Customer Platform leader becomes the global business owner of X4C (Xvantage for Customers), our reseller customer facing platform and one of the 4 key pillars of Ingram Micro’s Digital Operations (DigiOps) team, to execute our Digital Platform strategy.

Your role:

As the global Customer Platform leader your focus will be to commercialize the customer (resellers) facing side of the Ingram Micro Xvantage™ platform. You’ll be tasked with building out a team focused on business growth and monetization of the platform through driving growth in sales, recurring revenue, customer success and other critical commercial functionalities such as renewals, subscriptions, special pricing, solutions & bundles, and end-user demand generation.

In this role you’ll be responsible for managing the business flow through the platform while driving increase in revenue through working cross-functionally with the Digital Marketing, Customer Experience, UX/UI, and Product and Engineering teams. You’ll be leading Digital Transformation focus areas that include:

• Ingram Micro Xvantage™ X4C platform: play key role in the global platform rollout

• Xvantage is going live in 50+ countries by end of FY23 with it baseline features plus bi-weekly new functionality releases. Ingram Micro countries are strongly asking for the platform (this is not an adoption problem!) and work with the DigiOps team to get it rolled out locally.
• The X4C platform owner works in strong collaboration with his global peers (global BTO owner, global X4A and global X4V owners) and regional & local X4C community on the Xvantage rollout in prioritized order.

• Ingram Micro Xvantage™ X4C platform: decide existing & new functionality product roadmap

• The X4C platform owner is the global business owner decides what gets on the product roadmap at global, regional, and local level, thus driving both standardization and scale enablement through Ingram Micro.
• The X4C platform owner bases his/her product roadmap prioritization decisions according to the value creation that can be generated from desired experiences, functionality monetization and process efficiencies.

• Ingram Micro Xvantage™ X4C platform: drive growth & customer success

• The X4C platform is built on a new, still unexploited solution architecture that enables us to drive growth and customer success in a totally new way through the IT Distribution eco-system.
• The X4C platform owner manages & drives all the financial & business KPIs related to the platform: revenue, profit, # resellers, breadth, usage as well as its platform native KPIs (CSAT, NPS etc.).
• He/she will be tasked to build out his/her own team to the above effect; the legacy IM Online business represents a business of $3.5B revenue that is 100% migrated to X4C as we speak
• He/she will create and manage an Acquisition Program to increase the number of Net New Resellers Increase reseller acquisition and reseller retention through strategic digital marketing campaigns.
• He/she will update business stakeholders including executive leadership and stay up to date with technological advancements related to the omni-channel service experience and implement solutions accordingly.

• Ingram Micro Xvantage™ X4C platform: build new platform-native business

• The X4C platform owner will bring his/her platform-native experience in and create new, data-driven business models that can exploit the Xvantage platform beyond its IT Distribution addressable market into new eco-systems thanks to network effects, data, and AI/ML.
• Ingram Micro touches 90% of the global population thanks to its core IT Distribution DNA, but Xvantage should allow the DigiOps team and its X4C platform owner to exploit this reach through additional business models.

What you bring to the role:

• Deep knowledge and expertise in commercializing a digital platform.
• Accustomed to working in a quota carrying role
• Cross-functional people leader with the ability to inspire & guide global teams/programs
• Advanced technical and business knowledge in multiple disciplines/technologies/processes.
• Innovative thinker who remains flexible and maintains the ability to manage change among varied resources.
• Highly developed presentation, facilitation, and communication skills (both verbal and written).
• Politically savvy collaborator and consensus builder with a track record of bringing people together around a common cause.
• Demonstrated experience as a senior executive with the ability to attract, recruit, and develop talent.
• Experience presenting to and influencing senior leadership.
• Global experience preferred, not required
• This position demands a dynamic individual with a demonstrated ability to achieve results in a demanding and fast paced environment. Big Data affinity required. Mindset is very important. An influencer is key!

Salary range:

Ingram Micro has different annual base pay ranges for each work location and salary grade within the United States. This practice allows us to pay employees competitively and consistently in different geographic markets.

Position Grade: B

Primary Location: CA

Salary range: US Salary Guide (ingrammicro.com)

Position may require occasional travel

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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