It's fun to work in a company where people truly BELIEVE in what they're doing!
Ingram Micro is the business behind the world's brands reaching nearly 90 percent of the world's population. Our market reach, diverse solutions portfolio, and digital platform Ingram Micro Xvantage™ set us apart. We have approximately 27,000 associates committed to serving our more than 161,000 customers and 1,500 vendor partners worldwide. Learn more at www.ingrammicro.com.
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 based in our Irvine, California Corporate Headquarters with the opportunity for a hybrid schedule.
In this role, you will be responsible for leading the global adoption and roadmap development for our Unified Support platform. This platform will revolutionize the way we support Sales, Cloud, Technology solutions, and professional services by offering a seamless omnichannel experience.
Your role:

• Drive the strategy and roadmap for the Unified Support platform, ensuring it aligns with the needs of our global customer base.
• Collaborate with cross-functional teams to integrate conversational AI into the platform, enhancing self-service capabilities for both vendors and customers.
• Analyze customer issue data and feedback to identify areas for improvement and prioritize new feature development.
• Translate product vision into clear requirements, objectives, and constraints for engineering and design teams.
• Partner with customers, support teams, and stakeholders to gather requirements and understand their pain points.
• Develop a comprehensive product roadmap that outlines key features, milestones, and timelines for the omnichannel support tool.
• Prioritize features based on a careful consideration of customer needs, business impact, and technical feasibility.
• Foster close collaboration between engineering, design, and other teams to ensure the timely delivery of high-quality features and enhancements.
• Build strong relationship with key business stakeholders across the global to drive adoption of Omni channel customer support

What you bring to the role:

• Experience driving product adoption and roadmap development for enterprise software solutions.
• A strong understanding of omnichannel supports experiences and best practices.
• Proven ability to analyze customer data and translate insights into actionable product requirements.

• Experience collaborating with cross-functional teams in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to influence and inspire stakeholders.
• Direct hands-on experience working with Engineering teams to clearly scope, define, detail, and prioritize product requirements.
• A bachelor's degree (master's desirable) in Computer Science, Engineering, or related Science and Math discipline is preferred.
• 8 years of relevant technical product management experience within a digital ecommerce, ideally within a B2B and B2B2C environment
• Proven analytical and quantitative skills, including using data and metrics to back up assumptions, develop business cases, and drive root cause analysis.
• Outstanding communication/presentation skills (verbal/written), with a high degree of comfort level effectively presenting to executive staff, key stakeholders, and large teams.
• Experience in working with and coordinating large-scale projects across teams.
• Experience leading, mentoring, and growing product managers.

• Ability to work with off-site partners/team members using online tools across multiple time zones with strong written and verbal communication skills.

Huge plus if you bring to the role:

• Experience working with conversational AI or chatbots.
• A background in supporting customers, internal staff, and vendors via various channels.
• A track record of successfully resolving complex customer issues.

The typical base pay range for this role across the U.S. is USD $121,400.00 - $206,400.00 per year.
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 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.