Sr Manager, Claims & Retrns Operations

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

Role Overview

Xvantage is the primary digital interface through which customers and partners interact with the Ingram MicroXvantageplatform. Through Xvantage customers manage key business workflows for full cycle technology sales and distribution journey.

TheSenior ManagerClaims & Returnsleads a global support strategy for Returns & Claims on Xvantage Platform. You will lead multidisciplinary organizations that includeReturns & Claimsas primaryTechnical Platform Engineering(site leadership). You will ensure operational excellence consistent customer experience and strong financial performance across a global distribution platform.

You will own operational excellence for Returns & Claims (SLA attainment cycle time quality compliance) while steering a transformation agenda that utilizes AI agentic workflows intelligent routing automated diagnostics and partnership with Product Engineering Finance and Operations leaders you will drive measurable improvements in ticket deflection MTTR recovery % platform reliability and customer satisfaction.

Operational Leadership (Primary: Returns & Claims)

Lead endtoend Returns & Claims operations to consistently achieve SLAs for MTTR reopen rates recovery % and vendor/carrier adherence. Reduce cycle time and costtoserve via continuous improvement automation and robust vendor/carrier performance management. Ensure policy adherence documentation quality audit readiness and standardized SOPs across the site. Use telemetry and rootcause analytics to eliminate chronic defects and rework; convert insights into platform and process improvements.

AI Enabled Transformation & Automation

Define and execute a AI first roadmap for Returns & Claims and work towards adoption of AI copilots for agents (summarization nextbestaction knowledge surfacing). Agentic workflows for triage diagnostics reconciliation and claims adjudication guided selfservice to deflect repeatable inquiries. Intelligent routing using skills intent and complexity signals. Champion change management (communications training adoption metrics) to scale new tools and ways of working.

Matrix Leadership Technical Platform Engineers

Provide matrix leadership to TPE supporting ticketing platforms integrations/APIs observability and stability. Drive issue lifecycle excellence: fast detection robust RCA problem management and backlog burndown for platform defects affecting Returns Claims and Billing. Prioritize engineering work with onshore Product/Engineering to remove friction and reduce inbound demand.

Performance Management Quality & Governance

Establish KPI frameworks across Returns & Claims; standardize SOPs controls and governance. Build selfserve dashboards for throughput aging SLA/OLA error rates productivity and trend analytics. Drive rootcause and corrective actions verify effectiveness and institutionalize improvements.

Voice of Customer & Customer Journey

Serve as the Voice of the Customer; turn support insights telemetry and knowledge usage into platform and policy changes. Analyze endtoend journeys (returns initiation claim submission credits billing visibility disputes) to remove friction and simplify workflows.

People Leadership & Talent Development

Lead and grow a diverse multi team organization (returns/claims analysts engineers billing specialists). Build career paths internal mobility and succession plans; raise the leadership bar for site managers. Foster a culture of accountability transparency continuous improvement and innovation. Own workforce planning hiring coaching and performance management. Develop managers into change leaders by embedding modern leadership practices that foster ownership innovation and continuous improvement.

Key Success Metrics (KPIs)

MTTR credit issuance SLAs reopen rate recovery % vendor/carrier SLA adherence costtoserve backlog velocity RCA completion time platform reliability signals ticket deflection % selfservice adoption knowledge reuse KCS maturity AI copilot adoption & impact. CSAT/NPS delivery quality stakeholder satisfaction employee engagement retention productivity.

Qualifications

Required

• 10 years in operations leadership across distribution supply chain platforms or BPO/shared services.
• Proven leadership of Returns & Claims reverse logistics or customer operations at scale.
• Demonstrated success managing crossfunctional matrixed teams (Operations Engineering Finance).
• Working knowledge of ticketing platforms APIs/integrations observability and system health.
• Strong billing/financial operations oversight and understanding of core controls/compliance.
• Datadriven leader with KPI design operational reporting and storytelling skills.
• Excellent communication stakeholder management and conflict resolution.
• Skilled at building and scaling offshore teams
• Knowledge ITIL and Customer Service and Service Management tools like Zendesk and Service Now

Preferred

• Experience deploying AIenabled support (copilots conversational AI intelligent routing agentic automations).
• KCS ITIL v4 and Lean/Six Sigma background.
• Experience in platform reliability incident/problem management and productaligned backlogs.
• Familiarity with BI/analytics tools (e.g. Power BI/Qlik) and modern knowledge systems.

*This is not a complete listing of the job duties. Its a representation of the things you will be doing and you may not perform all of these duties.