Manager, Customer Experience

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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. Learn more at www.ingrammicro.com

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

OVERVIEW:

The Manager, Customer Experience, plays a vital role in the success of the organization. The goal of this role is to manage the revenue enablement functions of the teams to ensure an outstanding customer experience and enhance operational performance of the business. Primary focus on operational workflows, efficiency, execution, and optimization of workgroup.  

• Coach team members to develop a highly effective customer enablement team.  
• Align overall revenue enablement strategy to high-level business objectives.  Provide focus, strategic planning, vision and execution of workgroup operation and design.  
• Enable and support a great customer experience and the achievement of our business objectives.  
• Act as second level escalation point of contact for operational situations.  Provide coaching and mentor team members to build confidence.

KEY RESPONSIBILITIES:

• Maximize efficiencies and effectiveness of workgroup business processes.  
• Collaborate effectively with process stakeholders to develop enablement initiatives and strategies to maximize profitability and the customer experience.  
• Manage customer enablement teams through onboarding, coaching, development, and top talent retention.  
• Conduct weekly 1:1's with all team members; review challenges, wins, and associate development plans.    
• Provide second level escalation support for process and/or operation related issues.  
• Use leadership and focus to leverage the strengths of the team and each team member.  
• Utilize activity metrics to support efficiencies and align them with business objectives and wanted behaviors.  
• Create an environment of accountability, responsibility, and collaboration.  
• Create strategic plan for the revenue enablement team in conjunction with revenue accountable plans aligned with customer needs and the IM value proposition.    

KNOWLEDGE AND SKILLS:

• Sales enablement experience, negotiations, coaching and developing associates in high performance culture, transactional management, and attention to detail and follow through.  
• Excellent verbal and written communication skills; ability to present in both technical and non- technical terms to large and small audiences.  
• Proficient knowledge of Ingram Micro products, services, processes, systems, and value proposition    Ability to:  
• Lead others by setting performance expectations and managing execution.  
• Coach and develop the skills and knowledge of others.  
• Demonstrate business and financial acumen.  
• Provide leadership and direction to other team members in a positive and productive manner.  
• Multi-task, respond to rapid change, manage projects, manage detail, manage relationships and resources.  
• Set realistic and achievable goals/objectives and timelines.  

REQUIREMENTS:

• A high school diploma (or equivalent) required, bachelor’s degree preferred (or additional relevant experience in a related field)  
• Minimum of 5 years’ functional experience including a minimum of 4 years of position specific experience and 2 years of supervisory experience or 4 years of leadership experience.  

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The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

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.

Ingram Micro Inc. 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.