Sr Principal Product Manager, Unified Support & AI Experience

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Position Summary: Ingram Micro is transforming support into a modern, AI-enabled global platform experience. We are looking for a visionary Senior Principal Product Manager to lead product strategy and roadmap execution for our Unified Support and AI Experience ecosystem. This is a highly visible leadership opportunity for someone who thrives at the intersection of AI transformation, customer experience, platform strategy, and operational scale. This role is ideal for a product leader who has successfully transformed enterprise support experiences within large SaaS, cloud, platform, or marketplace organizations and who understands that great AI experiences are measured not only by efficiency gains, but also by customer trust, usability, and human outcomes. You won’t inherit a static roadmap.

You’ll help define the future direction.

Why This Role Matters: This is a rare builder opportunity to help define the future of AI-enabled support within one of the world’s largest technology distribution and platform companies. You’ll join a transformation already in motion, with executive visibility, mature AI initiatives already in production, and the opportunity to shape how AI and human expertise work together to deliver world-class support experiences globally. Responsibilities:

- Define and execute the product strategy and roadmap for Unified Support globally.

- Lead AI transformation initiatives across chat, voice, self-service, claims, returns, and agent-assist experiences.

- Drive automation and intelligent workflow orchestration across high-volume support operations.

- Partner with Engineering, AI/ML, Operations, and CX leaders to deliver scalable platform capabilities.

- Build seamless omnichannel support experiences across customer, partner, vendor, and associate journeys.

- Influence executive stakeholders and bring strategic product vision — not just requirements gathering.

- Measure success through KPIs such as self-service adoption, containment, MTTR, ticket reduction, and CSAT.

What you bring to the role:

- Bachelor’s degree in computer science, Engineering, Business, or a related field.

- 8+ years of Product Management experience in enterprise SaaS, cloud, marketplace, or platform environments.

- Proven experience and able to build or scale unified support or customer experience platforms on a global scale.

- Strong AI transformation experience with production-level implementations.

- Experience with technologies such as Zendesk, ServiceNow, Salesforce, NICE, Netomi, or similar platforms.

- Deep understanding of conversational AI, intelligent automation, agentic workflows, and self-service ecosystems.

- Executive presence with strong communication and stakeholder management skills.

- Ability to balance AI-driven efficiency with customer experience and human outcomes.

- *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 of these duties.

The typical base pay range for this role across Canada is $150,000 - $180,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is a new role and will not use AI for screening applicants. At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more! Equal Opportunity Statement As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to AODAFeedback@ingrammicro.com. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist. Ingram Micro’s Commitment to ESG (Environment, Social & Governance) Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.