Description
We are looking for a Senior Manager, Customer Support Operations to lead a global, cross-functional organization responsible for claims & returns operations, vendor support, and platform support services.
In this role, you will ensure end-to-end service excellence, driving platform stability, operational efficiency, and exceptional customer outcomes. You will act as a key partner to senior leadership, enabling execution across strategic initiatives, cross-functional alignment, and continuous improvement.
This is a highly impactful leadership role where you will shape how support operations are delivered globally - balancing people leadership, operational rigor, and transformation delivery.
Who we are:
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.
Key Responsibilities:
- Lead global support operations across platform support, claims & returns, and vendor support
- Ensure platform health, incident management, and root cause analysis
- Manage vendor performance against SLAs, SLOs, and contractual commitments
- Drive collaboration across Support, Engineering, Product, Operations, and Finance
- Lead operational transformation and key strategic initiatives
- Drive continuous improvement through automation, standardization, and process optimization
- Partner with IT and Product on automation, AI-driven workflows, and self-service capabilities
- Lead, coach, and develop cross-functional teams and people leaders globally
Claims & Returns Focus
- Own end-to-end claims & returns operations, ensuring SLA compliance and efficiency
- Improve cycle time, cost-to-serve, and process quality
- Oversee reverse logistics (claims validation, credit issuance, reconciliation)
- Ensure compliance with policies, audits, and documentation standards
- Work with vendors and logistics partners to improve service performance
- Analyze trends and implement corrective actions to improve accuracy and customer experience
Qualifications:
- 8+ years of experience in support operations, claims/returns, or technical operations leadership
- Experience in managing claims, returns, or reverse logistics operations
- Experience in managing vendor relationships and third-party support providers
- Experience in leading global, matrixed teams
- Strong understanding of cloud, APIs, enterprise systems
- Experience with vendors and third-party service providers
- Strong stakeholder management and project/program leadership skills
What we offer:
- Competitive compensation package with performance-based bonus system
- Comprehensive health insurance coverage
- Food vouchers and transport allowance
- Well-being program and Multisport card to support a healthy lifestyle
- Referral and family-related bonuses (including baby bonus)
- Additional paid leave that increases with tenure
- Corporate discounts across a wide range of services and partners
- Access to language training programs to support your professional development
- Free access to online learning platforms and digital resources
- Structured learning opportunities, trainings, and certification support (including ACCA, where applicable)
- Strong focus on career development and internal mobility opportunities
- Hybrid working model with flexibility
- Recognition programs celebrating achievements and impact
- Modern office environment designed for collaboration, including quality coffee and beverages
*Please note that upon the extension and acceptance of a potential job offer, background checks, including employment and education verification, will be conducted by an external partner of Ingram Micro.
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