Manager, Implementation at Solera Holdings in Mitaka, Mitaka, JP

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.

The Role

We are looking for an experienced people leader to manage and scale our Implementation Coordination function. In this role, you will lead a team of Implementation Coordinators responsible for onboarding new clients and ensuring timely, high-quality implementations of Customer Enablement products. You will set priorities, drive execution through your team, establish consistent processes and quality standards, and serve as an escalation point to ensure customer and business outcomes are achieved.

What You’ll Do

Own the successful delivery of new client implementations by leading a team that manages onboarding from project intake through go-live. You will establish and continuously improve the implementation process, ensure accurate and timely updates in the implementation tracking system (e.g., Salesforce), partner cross-functionally to remove blockers, and monitor performance metrics to drive quality, consistency, and customer satisfaction.

Additional responsibilities of the role include:

• Lead, coach, and develop a team of Implementation Coordinators through regular 1:1s, goal setting, feedback, and performance reviews.
• Recruit, interview, and onboard new team members; ensure role clarity, training plans, and time-to-productivity expectations are defined and met.
• Own team capacity planning and workload allocation to ensure coverage, predictable delivery, and effective prioritization across concurrent implementations.
• Establish, document, and continuously improve implementation playbooks, standard work, and quality controls for Customer Enablement offerings.
• Track and report on implementation performance (e.g., timeliness, quality, rework, customer satisfaction); use data to identify trends and drive corrective actions.
• Serve as an escalation point for complex implementations; remove blockers and align internal stakeholders to keep projects on track.
• Partner cross-functionally with Sales, Customer Success, Product, Support, and other teams to improve handoffs, readiness, and customer communication.
• Ensure implementation tracking systems (e.g., Salesforce) and implementation documentation standards are followed and that updates are accurate, complete, and timely.
• Drive cross-training and knowledge management to improve team flexibility, coverage, and consistent customer experience.
• Model strong customer empathy and accountability while maintaining a high-performing, collaborative, team-first culture.

What You’ll Bring

To perform this job successfully, an individual must be able to perform their mission and additional responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience

• 3+ years of people management experience (hiring, coaching, and performance management) preferred.
• 5+ years of experience managing customer implementations, onboarding, or delivery operations required.
• Demonstrated ability to lead through metrics and operational rigor (capacity planning, prioritization, risk management, and continuous improvement).
• Strong stakeholder management skills with experience partnering cross-functionally to improve processes and customer outcomes.
• Excellent written and verbal communication skills; comfortable presenting to groups and leading customer and internal escalations.
• Experience with Salesforce and/or CRM / implementation tracking tools preferred.
• Proficient in Microsoft Office Suite.
• Bachelor’s degree or equivalent work experience preferred; High School diploma or equivalent required.
• Experience in Fleet industry preferred.

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.