Manager, Claims & Returns Operations

Accelerate your career. Join the organization that's driving the world's technology and shape the future. 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. Learn more at www.ingrammicro.com Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey! Position is based in our Buffalo, New York office with the opportunity for a hybrid schedule (3 days in office, 2 days remote). Manager Claims and Returns The role: Ingram Micro Xvantage is the primary digital interface through which customers and partners interact with the Ingram Micro Xvantage platform. Through Ingram Micro Xvantage, customers manage key business workflows for full cycle technology sales and distribution journey. The Manager, Claims & Returns executes support strategy and manages a team for Returns & Claims on Ingram Micro Xvantage Platform. You will ensure operational excellence, consistent customer experience, and strong financial performance across a global distribution platform. You will deliver operational excellence for Returns & Claims (SLA attainment, cycle time, quality, compliance), while steering a transformation agenda, identify opportunities to transform current team and operations with AI first vision that utilizes AI agentic workflows, intelligent routing, automated diagnostics, and selfservice. In 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 for your team 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. You will ensure all escalations are handled through defined SOPs and pro-active deflect escalations and ensure a complete resolution of issues during Critsits. 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. Performance Management, Quality & Governance Implement KPI framework across Returns & Claims; standardize SOPs, controls, and governance. Utilize 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 your team. You are directly responsible for talent retention and inspire your team for growth, high productivity, internal mobility, and succession plans. Effectively conduct team reviews and invest time and effort in ensuring organization and teams goal and passion are aligned. 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. What you bring to the role: 3+ 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. 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. #LI-LB2 The typical base pay range for this role across the U.S. is USD $78,000.00 - $124,800.00 per year. The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidates primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range. At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. 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 these duties. Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check. Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. With us, youll make technology happen in surprising ways. Itll be a fun journey! Learn more at http://careers.ingrammicro.com Click Introduce Yourself above to join our talent network! Its no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micros contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. Whats in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something youre unlikely to find anywhere else. Lets shape tomorrow.