Senior Manager, Platform & Integration Support (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Senior Manager, Platform & Integration Support (AI): Leading global support operations for the Xvantage platform with an accent on AI-enabled transformation, API integration reliability, and vendor ecosystem health. Focus on implementing KCS models, driving automation, and scaling support strategies for complex headless commerce integrations.
Location: Must be based in or near Mississauga, Ontario (Hybrid: 3 days in office, 2 days remote). Requires monthly travel to Buffalo, NY.
Salary: $130,000–$145,000 CAD per year.
Company
A leading global technology company providing a digital marketplace and integration ecosystem for IT sales channels.
What you will do
- Lead a global support team for Xvantage for Vendors (X4V) and Xvantage Integrations (XI).
- Drive the transformation from reactive support to AI-enabled, proactive, and self-service models.
- Implement and mature a Knowledge-Centered Service (KCS) operating model.
- Partner with Product and Engineering teams to embed support intelligence into the platform.
- Define and monitor operational metrics including API reliability, MTTR, and ticket deflection.
- Foster cross-functional collaboration between Support, Engineering, and Vendor Management.
Requirements
- Bachelor’s degree in Computer Science, IT, or related field.
- 10+ years of experience in digital platforms supporting customers or vendors.
- 5-7+ years of experience leading globally distributed teams across different time zones.
- Proven experience supporting partner integrations using APIs, XML, and integration frameworks.
- Demonstrated ability to leverage AI, automation, and analytics for operational efficiency.
- Strong communication skills with the ability to influence executive stakeholders.
Culture & Benefits
- Flexible healthcare, dental, vision, and well-being benefits.
- RRSP matching program.
- Paid time off and mental health support.
- Recognized as a Great Place to Work in Canada.
- Commitment to ESG and continuous improvement.
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