Manager, Billing Support Operations - North America

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The Manager, Billing Technical Support leads a global team responsible for incident management, monitoring, and operational support across North America and LATAM. This role ensures the stability, accuracy, and availability of billing systems—including SAP, B2B platforms, payment engines, and subscription applications—while driving the transformation toward an AI‑enabled, automation‑first support model.

The ideal candidate blends deep technical expertise with strong operational leadership and modern support practices, leveraging AI copilots, virtual agents, proactive monitoring, and intelligent automation to reduce ticket volume, accelerate resolution times, improve service reliability, and strengthen cross-functional alignment within a modern, automation‑enabled support model.

Your role:

• Lead and manage a global team of Billing Associates responsible for monitoring, incident response, ticket triage, and operational support—including quarter‑end and year‑end billing activities.

• Own the health, stability, and availability of billing platforms through proactive monitoring, alerting, performance tuning, and capacity planning.

• Serve as the senior escalation point for complex billing incidents, production issues, and data discrepancies; drive thorough root‑cause analysis and long-term corrective actions.

• Identify opportunities to introduce predictive support, anomaly detection, and early-warning alerting to proactively address billing or integration issues before they impact customers.

• Coordinate incident response for billing-impacting events, ensuring clear, timely, and empathetic communication to customers, Support teams, and internal stakeholders.

• Collaborate closely with Engineering, Product, Billing Systems, and Revenue teams to embed AI-enabled diagnostics, test automation, and guided troubleshooting directly within the platform support releases, system enhancements, and production readiness.

• Lead the transformation of Billing Support through AI-driven support models and intelligent automation, modernizing workflows across incident triage, troubleshooting, and resolution.

• Establish and maintain runbooks, SOPs, operational metrics, and on-call processes to improve consistency, response times, and service quality.

• Foster a high-trust, resilient, and growth-oriented team culture centered on accountability, learning, and customer-first outcomes.

• Drive continuous improvement through post-incident reviews through adoption of AI copilots, virtual agents, and intelligent self-service, reducing ticket volume through effective deflections and empowering customers to resolve issues independently.

• Implement automated workflows, including auto-triage, automated RCA suggestions, smart routing, and context-aware billing issue insights to reduce MTTR across the board.

• Measure and improve key operational metrics such as deflection rate, self-service adoption, MTTR, FCR, and backlog reduction using AI‑powered analytics.

What you bring to the role:

• Bachelor’s degree or equivalent combination of education and experience required. 

• 5+ years in Billing Operations, Technical Billing Support, Order-to-Cash, or subscription billing environments.

• Strong understanding of SAP billing, subscription platforms, payment engines, and multi-system data flows.

• Experience leading operational support teams in fast-paced, high-volume environments.

• Ability to analyze and resolve complex system and billing issues and communicate them clearly to diverse audiences.

• Demonstrated success improving processes, building documentation, and developing team capability.

• Strong collaboration and communication skills with cross-functional partners.

• A systems-oriented, improvement-driven mindset with a passion for operational excellence.

Preferred Qualifications:

• Experience supporting multilingual North America and LATAM operations.

• Bilingual or multilingual proficiency — especially Spanish, French, or Portuguese.

• Experience with cloud vendor billing (Microsoft, Adobe, AWS, Acronis, Cisco).

• Familiarity with Jira or other ITSM/incident management platforms.

• Background in ITIL, Lean Six Sigma, or operational excellence methodologies.

• Understanding of tax, credit, and revenue workflows in global or multi‑entity billing environments.

• Data analysis proficiency (Excel, Power BI).

• Project management or Agile certification (PMP, CSM, PSM).

What success looks like:

• Maintain a stable, predictable billing support operation with reduced incident volume and faster resolution times.

• Strengthen team performance through training, documentation, and consistent operational processes.

• Improve customer and reseller experiences by enhancing communication quality, responsiveness, and first-contact resolution.

• Build effective partnerships with Product, Engineering, Revenue, and Billing Systems to accelerate fixes and reduce recurring issues.

• Implement automation, monitoring improvements, and streamlined workflows that increase efficiency and reduce manual effort.

• Create a resilient, collaborative, and customer-first team culture that adapts well to operational challenges.

• Ultimately, you will be successful when billing operations run reliably, teams are empowered, systemic issues decline, and the organization sees measurable improvement in stability, service quality, and customer trust.

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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 candidate’s 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.  It’s 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.