Manager, Arbitration

Cox Enterprises • Caledonia, WI

2d • $74,000 - $111,000 • Onsite

About The Position

The Arbitration Manager will oversee the day-to-day operations of an Arbitration team, providing leadership and coaching to individual contributors across the organization. This role is responsible for managing case resolutions and escalations, ensuring compliance with Manheim Marketplace policies and National Auto Auction Association (NAAA) guidelines, and driving operational efficiency. With oversight of a substantial $5+ billion claims portfolio, the Arbitration Manager will play a critical role in developing team members, resolving conflicts, and ensuring the timely and fair resolution of arbitration cases.

Requirements

• Bachelor’s degree in Business, Automotive Services, or related field (preferred)
• 7+ years of experience in arbitration, claims management, or a related role within the automotive auction industry.
• No Degree, 11 years of relevant work history.
• At least 1 year of proven leadership experience, preferably managing non-exempt employees in an operational setting.
• An equivalent combination of education and experience is acceptable.
• Strong knowledge of NAAA policies and auction arbitration processes.
• Excellent conflict resolution, negotiation, and client service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills with a focus on operational efficiency.
• Must clear a pre-employment drug test.
• Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Nice To Haves

• Experience with workforce management tools and case tracking systems.
• Knowledge of both physical and digital/online transaction dispute resolution.
• Familiarity with KPIs, quality metrics, and resource planning in an auction environment.

Responsibilities

• Provide day-to-day leadership and guidance to a team of non-exempt arbitrators at various levels (Arbitrator I, II, Senior Arbitrators).
• Conduct regular coaching sessions to improve individual performance, conflict resolution skills, and adherence to operational standards.
• Serve as the primary point of contact for escalated cases from Arbitrators.
• Ensure complex disputes are resolved in a timely, fair manner in compliance with auction policies and NAAA guidelines.
• Collaborate with senior leadership and clients to manage high-impact cases for a $5+ billion portfolio.
• Monitor individual and team performance metrics, including case resolution times, accuracy, quality, and customer satisfaction.
• Conduct performance reviews and manage improvement plans to enhance team effectiveness.
• Oversee the arbitration process from intake to resolution, ensuring adherence to established workflows and quality standards.
• Partner with the Director and Senior Manager to balance workloads and ensure optimal resource utilization across the team.
• Exercise financial authority to negotiate and approve adjustments up to $2500, ensuring decisions are made in alignment with company policies and established guidelines.
• Ensure all arbitration processes are in full compliance with auction policies, NAAA guidelines, and local regulations.
• Provide continuous education and training to the team on changes in policies and industry standards.
• Support the onboarding and training of new arbitrators.
• Facilitate skill development programs and mentorship opportunities to help team members progress through the Arbitrator levels, from level 1 to Senior Arbitrator.
• Foster a customer-centric environment where buyer and seller concerns are addressed with professionalism and fairness.
• Promote open communication and collaboration with key stakeholders, including auction clients and internal departments.
• Maintain strong relationships with senior leadership, Quality Assurance, and Business Operations to ensure alignment on arbitration strategies and goals.
• Regularly communicate team updates, challenges, and opportunities for process improvements.

Benefits

• Healthcare coverage from day 1.
• 401(k) with a company match.
• Continuing education opportunities, including tuition reimbursement.
• Generous vacation days and paid holidays.
• Inclusive parental leave policies, plus fertility coverage and adoption assistance.
• Pet insurance, employee discounts
• Flexible vacation/wellness days
• Bereavement leave
• Time off to vote
• Jury duty leave
• Volunteer time off
• Military leave
• Parental leave
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))

What This Job Offers

• Job Type: Full-time
• Career Level: Manager