Senior Arbitration Manager

OPENLANE•Carmel, IN

12d

About The Position

At OPENLANE we make wholesale easy so our customers can be more successful. We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit. Our Values: Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate. Relentless Curiosity. We seek to understand and improve our customers’ experience. Smart Risk-Taking. We transform risk into progress through data, experience, and intuition. Fearless Ownership. We deliver what we promise and learn along the way. We’re Looking For: We are seeking a Senior Arbitration Manager with experience in customer service and automotive environments. You will lead a team of Arbitration Support Representatives responsible for the resolution of customers discrepancies on all mechanically related vehicle issues post-sale. In this role, you will have the opportunity to ensure timely and successful resolution of the arbitration on vehicles. The ideal candidate will have 5+ years of experience in an automotive, mechanical, or body shop environment. You Are: Customer Focused. You will maintain a fair, consistent, and balanced marketplace for both buyers and sellers on the OPENLANE Marketplace. Analytical. You will review complex arbitration cases and work with agents to find fair solutions. Results Driven. You will connect the day-to-day decisions to the larger monthly and annual goals. A Coach. You will work shoulder to shoulder with agents to improve performance - providing feedback to reinforce positives and help agents to improve performance gaps.

Requirements

5 years of automotive, mechanical, or body shop experience
Proficient use of CRM software
Strong customer service focus with excellent communication skills
Ability to verify and confirm vehicle condition data from vehicle inspection reports

Nice To Haves

Experience coaching and developing individuals to achieve goals
Ability to analyze a process and suggest/develop improvements
Change leadership experience

Responsibilities

Review and assess mechanical issues brought to our attention from buyers purchasing vehicles on our platform
Understand customer descriptions of symptoms to diagnose and clarify the mechanical issue(s)
Learn and apply company policies to resolve arbitration in a timely and equitable manner
Mediate, dispute, and negotiate repair and/or pricing of disputed vehicles to arrive at a mutually agreeable solution
Document and maintain accurate files for each arbitration case
Collaborate with different departments to reach successful resolution of claim

Benefits

Competitive pay
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