Who We Are
Solera is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security, and integrity to support connectivity across the vehicle and property value chain. Solera's solutions bring together customers, insurers, and suppliers, empowering smarter decision-making through service, software, enriched data, proprietary algorithms, and machine learning that deliver insight and ensure customers' vehicles and property are optimally maintained and expertly repaired. The company is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners. By drawing on the market-leading solution capabilities and business process best practices from its technologies around the world, Solera provides unsurpassed scale and strength with superior performance while delivering innovation to move the industry forward.
The Role
As the Senior Manager of Customer Support Operations for the APAC region, you will own the end-to-end delivery of Customer Support Services across a complex, multi-country landscape. You will lead a diverse team of up to 25 Customer Support specialists across Australia, China, Korea, and India, ensuring consistent service quality, operational excellence, and high levels of customer satisfaction.
This leadership role combines people leadership, customer-centric operational governance, and strategic execution. You will translate Solera´s global service strategy into scalable, high-performing regional operations while serving as the senior escalation point and business partner for APAC and international stakeholders.
Based in our Melbourne office, you will work closely with global Support, Product, Engineering and Commercial teams, and will travel internationally to ensure alignment, drive execution and build relationships across the regions.
What You’ll Do
- Customer-Centric Leadership:
- Own the APAC Customer Support operating model, ensuring it aligns with global service strategy while meeting local market needs.
- Set regional objectives, capacity plans and service targets across APAC support teams.
- Lead multiple team leads and Customer Support specialists, ensuring clear accountability and strong succession pipelines.
- Operation Excellence:
- Deliver consistent SLA, CSAT and productivity performance across all countries.
- Establish regional governance for escalation management, case quality, workforce management, knowledge and tooling standards.
- Act as the final point of escalation for critical customer and business issues in APAC, ensuring swift resolution and enhanced customer experience.
- People Leadership & Talent Development:
- Lead, coach and develop a geographically distributed organisation of up to 25 FTE.
- Drive engagement, performance management, and retention in a multicultural, multilingual environment, promoting a customer-first mindset.
- Cross-Functional Partnership:
- Collaborate with Sales, Product, Engineering and Global Support to ensure customer feedback drives product quality and strategic priorities.
- Represent APAC Technical Support at regional and global leadership forums, advocating for customer needs.
- Continuous Improvement & Transformation:
- Lead process, tooling and automation initiatives to improve scalability, cost-to-serve and customer experience.
- Use data and insights to drive root-cause analysis, identify trends, and foster service innovation across the region.
- Reporting & Executive Communication:
- Provide clear, data-driven reporting to senior leadership on Performance, Risks, Customer Impact, Capacity and Cost.
- Translate complex operational data into actionable insights for executive decision-making.
What You’ll Bring
- Customer Support Leadership Experience:
- 7+ years in Customer Support Operations or Service Delivery, including multi-country or regional leadership experience.
- Proven experience managing distributed teams (20+ FTE) with a focus on enhancing customer satisfaction.
- Customer Support Domain Knowledge
- Strong understanding of Customer Support environments, including familiarity with CRM, Cloud Telephony, ticketing platforms, and data-driven forecasting methodologies.
- Comfortable engaging with complex customer and technical issues and driving resolutions.
- Operational & Commercial Acumen:
- Strong understanding of SLAs, customer experience metrics, performance management and workforce planning in a customer support context.
- Track record of driving customer support operational efficiency while improving service quality, decreasing costs and improving employee satisfaction
- Growth Mindset & Business Orientation:
- A growth mindset that embraces continuous learning and improvement, with a focus on developing both personal and team capabilities.
- Ability to manage teams with a business-oriented perspective, treating team performance and outcomes as a business within the organization, while driving accountability and results.
- Open-Minded Perspective:
- An open-minded approach that transcends artificial and country-based borders, fostering a culture of collaboration and inclusivity across diverse teams and regions.
- Experience working in multicultural environments, with the ability to adapt strategies to meet varying regional needs while maintaining alignment with global objectives.
- Strategic & Analytical Capability:
- Experience in building and executing regional strategy.
- Highly comfortable using data to prioritise, influence and lead change initiatives.
- Stakeholder Leadership:
- Experience working with senior stakeholders across Sales, Product, Engineering and Global Operations.
- Credible at the Executive Level, able to challenge, influence and align cross-functional teams.
- Cultural & Regional Effectiveness
- Experience working across APAC or similarly diverse regions.
- High cultural awareness and ability to lead teams across time zones, languages and working styles.
- Communication & Presence
- Excellent written and verbal English. Additional languages are a plus.
- Confident presenter and communicator at senior and executive level
