Regional Head - Technical Customer Support Europe

solera; Deutschland; Remote; EUR 50.000 - 90.000; Vollzeit

Zusammenfassung

A leading company in risk and asset management, Solera is seeking a Technical Customer Support Manager to lead international teams, drive change management, and enhance customer support operations. The role requires proven leadership experience, a continuous improvement mindset, and a strong analytical proficiency to elevate service delivery and engage with key stakeholders effectively.

Qualifikationen

• Proven leadership experience in managing high-performing teams.
• Expertise in lean management and project management methodologies.
• Fluent in English; additional languages desirable.

Aufgaben

• Lead and inspire diverse teams across multiple countries.
• Oversee complex investigations to deliver customer satisfaction improvements.
• Design and exceed KPIs and SLAs for customer support.

Kenntnisse

Leadership

Continuous Improvement

Strategic Decision-Making

Analytical Proficiency

Collaboration

Resilience

Cultural Sensitivity

Fluency in English

Jobbeschreibung

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

Technical Customer Support at Solera is undergoing an exciting phase, as we reorganize our regional international teams. This initiative aligns with our vision of becoming "One Solera Customer Support Team," dedicated to relentlessly pursuing customer satisfaction. We are committed to continuously simplifying and enhancing our processes to better serve our clients.

This is an engaging opportunity to join the international Technical Customer Support leadership team and play a pivotal role in facilitating and implementing this change, elevating the Customer Support function to new heights.

We are seeking an experienced leader to guide and implement changes within a defined workstream as part of an international team comprised of seven Manager / Team Leader of Customer Support. As we strive to enhance our Customer Support journeys, we need a regional leader to assist country-based teams during this transitional period. This role is crucial for ensuring the day-to-day achievement of KPIs and SLAs, while also identifying process improvements and implementing changes that elevate the customer experience.

The ideal candidate will be an experienced manager capable of engaging teams, collaborating with the broader business, and working alongside fellow leaders to elevate the Technical Customer Support organization. This is a unique opportunity to make a significant impact on how Customer Service is delivered across Solera's international operations. The role will involve managing Customer Support teams located in various European countries, and travel will be required to work closely with the teams onsite.

What You'll Do

• Lead and Inspire Teams : Motivate and guide diverse teams across multiple countries, fostering a collaborative environment to ensure consistent performance during transitions.
• Drive Change Management : Oversee complex investigations, planning, design, and implementation processes to identify and deliver improvements that enhance customer and employee satisfaction while reducing costs.
• Enhance Customer Support Operations : Transform the organization from reactive to proactive, and ultimately predictive, in its customer support approach.

Monitor Performance Metrics : Design and exceed KPIs and SLAs within your region, providing regular performance reports to the Executive leadership team to ensure transparency and accountability.

Optimize Resources : Prioritize tasks and allocate resources effectively to meet budgetary constraints and project timelines while ensuring compliance across multiple jurisdictions.

Develop Talent : Coach and manage team performance using a structured continuous improvement framework, while collaborating with senior managers to achieve strategic objectives.

Engage with Key Stakeholders : Represent Solera in interactions with major customers and actively recruit, retain, and develop a high-quality regional Customer Support team.

What You'll Bring

• Proven Leadership Experience : Demonstrated success in leading high-performing teams and managing change initiatives.
• Continuous Improvement Mindset : Strong expertise in lean management and project management methodologies to drive process enhancements and elevate customer experience - ideally in the automotive or / and insurance ecosystem.
• Strategic Decision-Making Skills : Exceptional ability to set, monitor, and align KPIs and SLAs with Solera's vision, guiding teams through transitions with confidence.
• Analytical Proficiency : Strong capabilities in analyzing data to assess performance and inform strategic decisions, coupled with excellent communication skills to engage and influence stakeholders at all levels.
• Cross-Functional Collaboration : Experience working effectively with diverse teams like Engineering, Development, and Product teams, with a track record of implementing successful processes.
• Resilience and Proactivity : A proactive and adaptable mindset that thrives in challenging environments, with a focus on identifying opportunities for improvement.
• Cultural Sensitivity : Strong understanding of cultural differences within European countries, allowing for effective management across diverse teams.
• Language Proficiency : Fluent in English; additional languages are desirable.

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to, or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.