Manager, Billing Support Operations - North America

INGRAM MICRO

Williamsville, NY, United States
Base: usd $78,000.00 - $124,800.00; bonus/equity: ...
Incident management and monitoring
Billing systems stability and accuracy
Ai-enabled automation support model
Lead and manage a global team responsible for monitoring, incident response, ticket triage, and operational support across North America and LATAM

Job Summary

  • Lead and manage a global team responsible for monitoring, incident response, ticket triage, and operational support across North America and LATAM.
  • Drive the transformation toward an AI-enabled, automation-first support model leveraging AI copilots, virtual agents, and intelligent automation.
  • Foster a high-trust, resilient, and growth-oriented team culture centered on accountability, learning, and customer-first outcomes.

Matching Summary

Lead and manage a global team responsible for monitoring, incident response, ticket triage, and operational support across North America and LATAM.

Salary

Base: USD $78,000.00 - $124,800.00; Bonus/Equity: Eligible for annual bonus or sales incentives and long-term incentives; Benefits: Healthcare, PTO, 401(k) with match, disability, life insurance, wellbeing benefits

Skills & Requirements

Must-have

  • Incident management and monitoring
  • Billing systems stability and accuracy
  • AI-enabled automation support model
  • Proactive monitoring and alerting
  • Root-cause analysis and corrective actions
  • Cross-functional collaboration

Nice-to-have

  • Systems-oriented improvement mindset
  • Passion for operational excellence
  • High-trust resilient team culture
  • Customer-first outcomes

Key Requirements

  • 5+ years in Billing Operations or Technical Billing Support
  • Bachelor's degree or equivalent experience
  • Experience leading operational support teams
  • Strong understanding of SAP billing and subscription platforms
  • Ability to analyze complex system and billing issues

Work Rights

Not specified

Tailored Resume

Cover Letter