Manager, Arbitration

Cox Communications • Statesville, NC

4d • Onsite

About The Position

The Arbitration Manager oversees day-to-day operations of an Arbitration team, providing leadership and coaching to individual contributors. This role manages case resolutions and escalations, ensures compliance with Manheim Marketplace policies and National Auto Auction Association (NAAA) guidelines, and drives operational efficiency. The role oversees a $5+ billion claims portfolio.

Requirements

• 6+ 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.
• 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

• Bachelor’s degree in Business, Automotive Services, or related field
• Workforce management tools
• Digital transaction dispute resolution
• KPI and quality metric experience

Responsibilities

• Provide leadership to Arbitrator I, II, and Senior Arbitrators
• Conduct coaching sessions to improve performance and conflict resolution
• Manage escalated arbitration cases
• Monitor performance metrics including resolution time, quality, and satisfaction
• Oversee arbitration workflow from intake to resolution
• Approve financial adjustments up to $2,500
• Ensure compliance with NAAA and auction policies
• Support onboarding and development of arbitrators
• Foster client service excellence
• Communicate with leadership and key stakeholders

Benefits

• Flexible vacation with pay
• Seven paid holidays
• Up to 160 hours of paid wellness annually
• 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
• Education Level: Associate degree