Sr Manager, Support Operations
Job Location:
Monthly Salary:
Posted on:
3 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Job Description:
We are looking for aSenior Manager Customer Support Operationsto 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.
#LI-Hybrid #LI-VA1 #IngramMicroBulgaria
Required Experience:
Manager
About Company
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partner ... View more
