Sr Manager, Support Operations

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Job 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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