Job Family Group

Vehicle Operations

Job Profile

Manager, Arbitration

Management Level

Manager - People Leader

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation
Compensation includes a base salary in the range of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

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.

What You'll Do

• Team Leadership & Coaching: 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.
• Case Escalations: 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.
• Performance Management: 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.
• Operational Oversight: 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.
• Policy Compliance: 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.
• Team Development: 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.
• Client Service Excellence: 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.
• Collaboration & Communication: 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.

Qualifications:

Minimum:

• 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.

Preferred Skills:

• 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.

Drug Testing

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.