General Manager, Pre-Sales Operations and Customer Experience

About the role

Ingram Micro is looking for a General Manager, Pre-Sales Operations and Customer Experience in Sydney. The role provides strategic leadership for the Quote Desk, Vendor Operations, Customer Experience and Pre-Sales Exception/Queue Management functions, guiding local and offshore teams to deliver excellent service and operational excellence. It owns the end-to-end pre-sales operating model and drives an operational improvement roadmap, working with Sales, Product, Finance and Technology to simplify processes, automate and adopt digital tools such as Xvantage.

Key responsibilities

• Build and develop high-performing teams, setting the strategic direction for service delivery, capacity, productivity and quality.
• Drive enterprise-wide process simplification, automation, digital self-service and Xvantage adoption.
• Establish KPIs, service standards and governance frameworks for accurate transaction processing and exception management.
• Collaborate with senior stakeholders across Sales, Product Management, Vendor Management, Operations, Finance and Technology.
• Provide strategic insights and recommendations to senior leadership for continuous improvement.

Required profile

• Strong background leading leaders across multiple operational functions in technology distribution, sales operations, customer operations or similar complex environments.
• Deep understanding of pre-sales processes, including quoting, vendor operations and the quote-to-order lifecycle.
• Proven experience driving performance, workforce planning and service delivery in large-scale operations.
• Track record of leading large-scale transformation initiatives that improve efficiency, scalability and customer outcomes.
• Passion for a customer-first culture and exceptional service.