Manager, Claims Quality & Operations

OPENLANE•Brampton, ON

5d•Hybrid

About The Position

OPENLANE is seeking an accomplished Manager, Claims Quality & Operations with experience in quality assurance and arbitration excellence. This role is part of the Claim Operations team, responsible for ensuring high-quality, consistent claims outcomes while driving operational improvements across the end-to-end claims lifecycle. The Manager will lead the quality assurance framework, build scalable processes, and develop high-performing teams, utilizing experience in claims operations, performance management, and data-driven decision-making. The ideal candidate will have 5+ years of experience in claims management or auction operations, including 3+ years of people management experience.

Requirements

5+ years of experience in claims operations or auction operations.
3+ years of people management experience.
Bachelor’s degree or equivalent work experience.
Demonstrated ability to manage teams, develop leaders, and drive organizational improvements.
Strong working knowledge of claims processes and customer service standards.
Deep understanding of establishing QA, audit, and calibration routines within a claims environment.
Comprehensive knowledge of the end-to-end claims process, from evaluation to resolution.
Ability to align Claim Operations goals with broader company policies and customer satisfaction targets.
Expert at analyzing disputes and quality gaps to implement sustainable operational improvements.
Proven ability to identify and execute improvements that reduce cycle time and rework.
Skilled in performance management, goal setting, and building bench depth within a team.
Proficient in using data and insights to monitor performance and inform management decisions.
Experience supporting the rollout of operational tools, systems, and process enhancements.
Familiarity with digital platforms used for managing and tracking claim metrics.

Nice To Haves

Experience specifically within auction operations.
Proven track record in data-driven process improvements and analytics.
Familiarity with digital claims management systems.

Responsibilities

Overseeing day-to-day claims operations to ensure they meet established standards and customer outcomes.
Working closely with Sales and Operations leaders nationally to drive consistency and satisfaction.
Evolving the QA framework, managing audit routines, and driving consistency in arbitration outcomes.
Influencing performance management, mentoring future leaders, and strengthening team capabilities.
Contributing to long-term quality programs and supporting the implementation of new systems.

Benefits

Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
Immediately vested 401K (US) or RRSP (Canada) with company match
Paid Vacation, Personal, and Sick Time
Paid maternity and paternity leave (US)
Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
Robust Employee Assistance Program
Employer paid Leap into Service Day to volunteer
Tuition Reimbursement for eligible programs
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful advancement