Manager, Customer Resolution

Who We Are:
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 dynamic and strategic Manager, Customer Resolution to champion exceptional customer experiences and drive lasting loyalty. This role will be pivotal in developing and implementing a sophisticated framework to address customer escalations, ensuring consistent and effective resolutions across all customer touchpoints. The ideal candidate will be customer obsessed, a skilled problem-solver, a collaborative partner, and a data-driven decision-maker.

You Are:

• Customer-Obsessed. You are dedicated to delivering outstanding service and building strong customer relationships.

• Analytical. You leverage data and trends to inform decisions and strategies.

• Collaborative. You work well across departments to align goals and improve processes.

• Solution-Oriented. You navigate complex issues with strategic thinking and a calm demeanor.
   

You Will Manage:

• Strategic Customer Interaction Framework Development:

  • Partner with the Sales and Operations teams to develop a comprehensive decision tree and escalation matrix that aligns with customer value and situation severity.

  • Define clear protocols and guidelines for customer interactions, ensuring consistent and effective responses.

  • Proactively identify potential customer pain points and develop strategies to mitigate them.

• Customer Satisfaction Management:

  • Monitor and analyze customer feedback (e.g., surveys, reviews, social media) to identify trends and areas for improvement.

  • Develop and implement strategies to enhance customer satisfaction and loyalty.

  • Establish key performance indicators (KPIs) to measure customer satisfaction and track progress.

• Cross-Functional Collaboration:

  • Collaborate with Sales, Marketing, Support, Product, and other departments to ensure a seamless customer experience.

  • Act as a liaison between customers and internal teams, advocating for customer needs and resolving issues effectively.

  • Train and educate internal teams on customer interaction best practices and the decision tree framework.

• Issue Resolution and Escalation:

  • Manage and resolve complex customer issues, ensuring timely and satisfactory outcomes.

  • Develop and maintain an escalation process for critical customer situations.

  • Analyze issue resolution data to identify root causes and implement preventative measures.

• Data Analysis and Reporting:

  • Generate regular reports on customer satisfaction metrics and key performance indicators.

  • Analyze customer data to identify trends and insights that inform strategic decision-making.

  • Provide recommendations to leadership based on data analysis and customer feedback.

• Continuous Improvement:

  • Stay up-to-date on industry best practices and emerging trends in customer experience.

  • Proactively identify opportunities to improve customer satisfaction and streamline processes.

  • Implement continuous improvement initiatives to enhance the customer journey.

Who You Will Work With:

• Reporting to the Director of Support Operations, this role will collaborate with