General Manager - Pre-Sales Operations and Customer Experience

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

Job Description: 

Accelerate your career. Join the organisation that's driving the world's technology and shape the future.​

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!​

About the Role

As the GM, Pre-Sales Operations & Customer Experience, you will provide strategic leadership for Ingram Micro Australia’s Quote Desk, Vendor Operations, Customer Experience, and Pre-Sales Exception/Queue Management functions, guiding teams locally and offshore to deliver exceptional service and operational excellence.

You will own the end-to-end pre-sales operating model and drive the operational improvement roadmap, partnering closely with Sales, Product, Finance, and Technology to champion process simplification, automation, and digital adoption (including Xvantage). Ultimately, you will scale operational capacity, champion a customer-first culture, and ensure transactions and pre-sales exceptions are managed seamlessly across the business.

What You'll Do

• Build and develop high-performing teams, setting the strategic direction for service delivery, capacity, productivity, and quality across complex operational environments.
• Spearhead enterprise-wide process simplification, automation, digital self-service, and Xvantage adoption to optimise scalability and the customer experience.
• Establish high-level KPIs, service standards, and governance frameworks to ensure accurate transaction processing and effective exception management.
• Collaborate with senior stakeholders across Sales, Product Management, Vendor Management, Operations, Finance, and Technology to solve complex challenges and enhance the operating model.
• Provide strategic insights and recommendations to senior leadership to drive continuous improvement and future readiness.

What You'll Bring

• A strong background leading leaders across multiple operational functions within technology distribution, sales operations, customer operations, or similarly 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 excellence across multifaceted, large-scale operations.
• Enterprise thinking with a track record of leading large-scale transformation initiatives that improve efficiency, scalability, and customer outcomes.
• A strong passion for championing a customer-first culture and delivering exceptional service outcomes.

Joining Ingram Micro means becoming part of a global leader in technology solutions. We offer a dynamic work environment, opportunities for professional growth, and the chance to make a significant impact on the future of technology distribution. Let's shape tomorrow together.

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, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

Final offers of employment are subject to the completion of relevant pre‑employment background checks.