Director of Customer Service Delivery

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 Director of Customer Service Delivery with experience in overseeing and optimizing customer service operations. This role will support our Sr. Director, Business Process Architecture & Operations and is key in driving efficiencies, improving processes, and fostering a customer first culture.

You will lead, mentor and manage multiple OLCA teams including Contact Center Tier 1, Registrations and Quality Assurance along with indirect oversight of our VLC Customer Service Tier 1 & Tier 2 Teams. In this role, you will have the opportunity to use your experience in Leadership and Management, Operation Efficiency and Strategic Planning. The ideal candidate will have a minimum of 8 years of experience in customer service operations, with at least 5 years in a leadership role.

You Are: 
 

• StrategicYou are adept at Developing and executing customer service strategies aligned with company goals.
• Collaborative You excel at collaborating with other departments to enhance the customer journey.
• Results-orientedYou have a proven track record of improving efficiencies and delivering measurable results.
• Analytical You are adept at analyzing data, identifying trends, and making data-driven decisions.
• Leader You have experience managing and developing high-performing teams, and you inspire and motivate others to achieve their best.

You Will:
 

• Be responsible for service programs and systems in their production and implementation states. Tools such as Five9 Contact Center software, Zoom phone software, and Salesforce CRM will be utilized extensively to deliver efficient, data-driven service.
• Develop, monitor, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational goals while fostering team collaboration and operational excellence.
• Resolve escalated customer issues and complaints, while ensuring high levels of customer satisfaction through excellent service.
• Analyze customer feedback and implement improvements to optimize customer service processes and workflows.
• Develop and maintain customer service standards by tracking and reporting on customer service metrics. .
• Implement and manage customer service technologies while adhering to the OLCA customer service budget.
• Identify and implement initiatives to improve customer retention.
• Monitor and evaluate the performance of outsourced service centers using KPIs and SLAs, providing guidance to ensure continuous improvement.

Who You Will Work With:
 

• Reporting to the Sr. Director, Business Architecture and Operations, this role will collaborate with the Business Process Architecture & Operations Team on a daily basis.
• You will partner with the Training Manager to assist with the development and enhancement of training programs for the customer service and sales teams.
• You will manage relationships with outsourced service center partners, ensuring performance standards and contractual obligations are met while overseeing their integration with internal operations to maintain consistency in service delivery.

Where you work: 
 

• Your work is performed as a hybrid employee at our corporate location in Toronto or one of our Vehicle Logistic Centers. Remote opportunity will be considered.

Must Have's:
 

• Minimum of 8 years of experience in customer service operations, with at least 5 years in a leadership role.
• Proven track record of leading and developing high performance customer service oriented teams success in managing a contact center operation
• Exceptional leadership, communication, and collaboration skills.
• Proficiency in customer service and contact center platforms, as well as reporting tools and metrics
• Strong analytical skills with a data-driven approach to decision-making.

Nice to Have's:
 

• Experience with Five9 Contact Center software, Zoom phone software, and Salesforce CRM
• Bilingualism-English and French
• This role requires you to interact with customers, leaders, and colleagues in Quebec, other provinces, or other countries who may not speak French.
• Experience in the automotive industry

What We Offer: 
 

• 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

Sound like a match? Apply Now - We can't wait to hear from you!