Automotive Claims Manager (Manheim) at Cox Automotive

As the Arbitration Manager, you'll be at the helm of our dynamic Arbitration team, steering daily operations with finesse and providing top-notch leadership and coaching. Your mission: to expertly manage case escalations, uphold Manheim Marketplace policies, and adhere to National Auto Auction Association (NAAA) guidelines, all while driving operational excellence. With a hefty $5+ billion claims portfolio under your watch, you'll be pivotal in nurturing team talent, resolving disputes, and ensuring arbitration cases are settled swiftly and fairly.
Benefits
You might be asking "what's in it for me?" Great question. Here's a taste of the benefits we offer:

• Competitive pay with opportunities for annual bonuses.
• Unlimited paid vacation time (effective day 1) because we know you need time to recharge.
• 7 company paid holidays (effective day 1).
• Great healthcare benefits from day 1. Multiple options are available for individuals and families. One employee only plan could be FREE, if you participate in our health screening program.
• At Cox, we believe in being transparent - please click on the link (Cox Benefits Overview) to learn more about our awesome healthcare benefits.
• 10 days of free child or senior care through your complimentary Care.com membership.
• Generous 401(k) retirement plans with up to 8% company match.
• Great coworkers who love being part of a team.
• Employee discounts on hundreds of items, from cars to computers to continuing education

What You'll Do:

• Team Leadership & Coaching: Provide day-to-day leadership and guidance to a team of non-exempt arbitrators at various levels (Arbitration Coordinator, Sr./Lead/Arbitrator). 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 Arbitrator I-IV. 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 Lead Arbitrator 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 I-IV levels.
• 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.

Who You Are:
Minimum:

• Bachelor's degree in Business, Automotive Services, or related field; and 6+ years of experience in arbitration, claims management, or a related role within the automotive auction industry. An equivalent combination of education and experience is acceptable.
• At least 1 year of proven leadership experience, preferably managing non-exempt employees in an operational setting.
• 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.

MCCOX
USD 72,200.00 - 108,200.00 per year
Compensation:
Compensation includes a base salary of $72,200.00 - $108,200.00. 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.
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
About Cox Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.