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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.
#LI-Hybrid #LI-NB2 #IngramMicroBulgaria
Skills Required
- 8+ years of experience in support operations, claims/returns, or technical operations leadership
- Experience managing claims, returns, or reverse logistics operations
- Experience managing vendor relationships and third-party support providers
- Experience leading global, matrixed teams
- Strong understanding of cloud, APIs, enterprise systems
- Strong stakeholder management and project/program leadership skills
- Experience with automation, AI-driven workflows, and self-service capabilities
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
Ingram Micro Insights
What We Do
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 partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
