Ingram Micro
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Global Customer Operations

Williamsville, NY, United States
Job ID: 43202

Description

 ngram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions.  With $50 billion in revenue, we have become the world’s largest technology distributor with operations in 59 countries and more than 35,000 associates.  We continue to strategically expand our global reach with 35 acquisitions since 2012. 

 Global Customer Operations:

About the role within the business:

Global Customer partnerships and strategies are an important component of our overall success and value in the Channel. This role is in place to ensure we have intentional and capable Operational and Customer Experience coverage for our 35 most strategic global customer relationships. This leader will be responsible for the overall operational and CX strategy for those 35 partners within Ingram Micro. As a global leader, this role will be responsible to collaborate with our various Executives and line of business team members in all geographies and at all levels within Ingram Micro. This role also serves as the primary lead and coordination point for Ingram Micro to the customer Operational teams. Customer. This role will have ultimate responsibility for our associated CX and Operations, as well as ongoing progress with our stated strategic imperatives throughout the year.  

 Responsible for planning and managing programs to meet product delivery, quality, customer service, cost and revenue goals. 

Acting as team leader, coordinates team efforts in assigned accounts/territories. 

Ensures revenue growth, account penetration and customer satisfaction.  

Reviews requirements, identifies tasks, assigns and coordinates resources and creates/tracks project schedules.   

Ensures clear communication and timely resolution of issues. 

May participate in the development of strategies pertaining to program.

 Seasoned professional individual contributor. Works independently with limited supervision. May manage projects/processes. Coaches and reviews the work of lower level professionals. Problems faced are difficult and often complex. Influences others regarding policies, practices and procedures.

 Complexity/Contribution
Provides solutions to a variety of complex technical and business matters. Will champion significant projects, programs and business initiatives using demonstrated creativity and ingenuity. May assist more junior staff members with aspects of their job.

Independence
Incumbents provide a leadership role for the work group through knowledge in his/her area of specialization. Generally free to determine work priorities based on general direction from managers.   

Minimum Skills/Experience
Specialist in technical or business skills. Individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations. Four-year college degree (or additional relevant experience in a related field). Minimum 5 years functional experience including a minimum of 3 years specific experience. Ability to make significant contribution to processes and systems.

 Job Qualifications:

 Strategic Operational and CX Planning preferred, Strength in Communication / Messaging / Presenting, Executive Preparation and Guidance, Knowledge and understanding of the Global Landscape (cultures, business practices, trade), Strong Financial acumen, Project Management, Organization and Prioritization, Success in operating in Virtual environments, Demonstrable knowledge of and understanding of key Technologies (Cloud, Datacenter, etc.) and Operational and CX principles

 Experience

Project Management, issue resolution, CX, IS / technology,  experience in electronic data (EDI, FTP, API) as well as Customer Experience measurement (Net Promoter, or similar)

 Other Information

Must have clear understanding of how to approach global business (time zones, cross border relationships, culture). Work hours will generally follow local time zone, however at times there will be calls during alternate hours. Some international travel required once restrictions are lifted.

 *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.

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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