Senior Manager Support Operations

**It's fun to work in a company where people truly BELIEVE in what they're doing!** 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