Operations Manager

Solera Holdings, LLC.; Paducah (KY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Retirement plan

Leadership development

Collaborative workplace

Job summary

Solera is seeking an Operations Manager for our Paducah, KY call center to lead day-to-day operations and drive performance. The role focuses on optimizing service levels, quality, and client satisfaction through strong leadership and data-driven decision making.

You will coach and mentor frontline leaders, oversee reporting, and manage initiatives that reduce costs and improve efficiency while ensuring regulatory compliance and a client-centric approach.

Qualifications

• 5+ years in call center operations with at least 2 years in a management role.
• Leadership skills with ability to coach and develop teams.
• Performance-focused with knowledge of call center KPIs.
• Analytical mindset for interpreting data and insights.
• Process-improvement experience to reduce costs and raise quality.

Responsibilities

• Drive operational performance by monitoring KPIs and actions to targets.
• Lead continuous improvement initiatives to boost efficiency and quality.
• Develop leadership talent by coaching Team Managers and frontline leaders.
• Manage reporting and insights with data-driven updates to senior leadership.
• Ensure compliance with legal, contractual, and regulatory requirements.
• Maintain client relationships and meet SLAs.

Skills

Call center ops

Management

KPI tracking

Analytical

Process improvement

Client management

Compliance

CRM tools

Tools

Excel

Power BI

Salesforce

Job description

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.

Operations Manager - PAD, KY

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. In addition, we provide products and services to protect life’s other most important assets: our homes and digital identities. Today, Solera processes over 300 million digital transactions annually for approximately 235,000 partners and customers in more than 90 countries. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms and automation. For more information, please visit solera.com.

The Role

We are looking for a strategic and people-focused Operations Manager to oversee the day-to-day performance of our Call Center operations. You’ll be responsible for driving results through performance management, continuous improvement, and leadership development—ensuring that service levels, quality, and client expectations are consistently exceeded.

• Drive Operational Performance (20%)
  • Monitor key performance indicators (KPIs) and take action to ensure business targets are consistently met.
  • Identify trends and performance gaps, and execute effective improvement strategies.
• Lead Continuous Improvement (20%)
  • Implement initiatives to enhance operational efficiency, reduce costs, and improve service quality.
  • Lead change management efforts across teams and processes.
• Develop Leadership Talent (30%)
  • Coach and mentor Team Managers and other frontline leaders to build internal capability.
  • Create a culture of accountability, growth, and engagement within the team.
• Manage Reporting and Insights (10%)
  • Deliver accurate and insightful reports on performance, trends, and operational initiatives.
  • Present data-driven updates to senior leadership and clients.
• Ensure Compliance and Mitigate Risk (10%)
  • Maintain compliance with legal, contractual, and industry regulations.
  • Proactively identify and address potential operational risks.
• Maintain Client Relationships (10%)
  • Serve as the main point of contact for key clients, ensuring SLAs and contractual terms are met.
  • Resolve escalated client concerns with urgency and professionalism.

What You Will Bring

• Proven Experience: 5+ years in call center operations with at least 2 years in a management role, preferably in a high-volume environment.
• Leadership Skills: Demonstrated ability to lead, coach, and develop high-performing teams.
• Performance Focus: Strong understanding of call center KPIs and experience driving team performance.
• Analytical Mindset: Ability to interpret operational data and generate actionable insights.
• Process Improvement Acumen: Experience leading initiatives that reduce costs, improve efficiency, and elevate service quality.
• Client-Centric Approach: Strong client management and communication skills with a proactive mindset.
• Compliance Knowledge: Familiarity with legal, regulatory, and contractual requirements related to call center operations.
• Tech Savvy: Comfortable using reporting tools, workforce management systems, and CRM platforms (e.g., Excel, Power BI, Salesforce).

What We Offer

• Competitive salary and performance-based incentives
• Health, dental, and retirement benefits
• Professional growth and leadership development programs
• A collaborative and high-energy workplace

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.

EQUAL OPPORTUNITY EMPLOYER

The Solera group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.