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Job Description: 

Role Overview

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

The Senior Manager, Claims & Returns leads a global support strategy for Returns & Claims on Xvantage Platform. You will lead multidisciplinary organizations that include Returns & Claims as primary, Technical 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 self‑service. 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 end‑to‑end Returns & Claims operations to consistently achieve SLAs for MTTR, reopen rates, recovery %, and vendor/carrier adherence. Reduce cycle time and cost‑to‑serve 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 root‑cause 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, next‑best‑action, knowledge surfacing). Agentic workflows for triage, diagnostics, reconciliation, and claims adjudication, guided self‑service 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 burn‑down 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 self‑serve dashboards for throughput, aging, SLA/OLA, error rates, productivity, and trend analytics. Drive root‑cause 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 end‑to‑end 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, cost‑to‑serve, backlog velocity, RCA completion time, platform reliability signals, ticket deflection %, self‑service 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 cross‑functional, 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.
• Data‑driven 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 AI‑enabled support (copilots, conversational AI, intelligent routing, agentic automations).
• KCS, ITIL v4, and Lean/Six Sigma background.
• Experience in platform reliability, incident/problem management, and product‑aligned 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. It’s a representation of the things you will be doing, and you may not perform all of these duties.