Summary: The Director, Business Systems – Service Platforms & Automation is accountable for the strategy, delivery, and operational excellence of several mission-critical systems supporting Ingram Micro’s customer , back office and support operations. This leader owns the full lifecycle of platforms including Zendesk, Gainsight, custom plugin-ins , AI-driven bots/automation, and legacy systems, ensuring solutions are stable, scalable, secure, and continuously enhanced to drive measurable improvements in user and business KPIs.
The Director is responsible not only for reliable delivery, support, and maintenance, but for proactively leading platform modernization and AI enablement initiatives that drive measurable improvements in user and business KPI s . This leader partners closely with business stakeholders in Support, Sales and Operations groups to define success metrics, translate strategy into execution, and ensure platforms evolve from transaction-processing systems into intelligent, performance-enabling solutions that will ensure Ingram Micro is at the forefront of innovation for customer experience.
Platform Ownership, Strategy & AI Enablement
Own the full product and platform lifecycle for Zendesk, Gainsight, Formscape , custom applications, AI bots, automation solutions, and legacy systems.
Establish a clear AI vision for platforms, identifying high-value use cases (e.g., agent assist , automation, intelligent routing, knowledge optimization, self-service deflection).
Ensure platforms and AI capabilities are designed and governed to be secure, scalable, ethical, and operationally sustainable.
Align roadmaps to explicit outcome-based KPIs (e.g., MTTR, CSAT, deflection, cost-to-serve), not just feature delivery.
Delivery, Modernization & Continuous Improvement
Lead delivery of system enhancements, integrations, custom development, and modernization initiatives across the portfolio.
AI Execution & Operationalization
