Manager, Claims Quality & Operations

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 an accomplished Manager, Claims Quality & Operations with experience in quality assurance and arbitration excellence. You will be part of the Claim Operations team responsible for ensuring high-quality, consistent claims outcomes while driving operational improvements across the end-to-end claims lifecycle. In this role, you will lead the quality assurance framework, build scalable processes, and develop high-performing teams, with the opportunity to use your experience in claims operations, performance management, and data-driven decision-making. The ideal candidate will have 5+ years of experience in claims management or auction operations, including 3+ years of people management experience. You Are: - Strategic. You identify opportunities for operational improvement and execute strategies to increase efficiency. - Leadership-Focused. You are skilled in developing a team to meet operational goals. - Customer-Centric. You prioritize improving customer satisfaction and retention through operational excellence. - Analytical. You use data to monitor program effectiveness and make recommendations for improvements. - Adaptable. You thrive in a fast-paced environment and can quickly respond to challenges. You Bring: Core Knowledge - Quality Assurance Frameworks: Deep understanding of establishing QA, audit, and calibration routines within a claims environment. - Claims Lifecycle: Comprehensive knowledge of the end-to-end claims process, from evaluation to resolution. - Strategic Alignment: Ability to align Claim Operations goals with broader company policies and customer satisfaction targets. Functional Expertise - Root Cause Analysis: Expert at analyzing disputes and quality gaps to implement sustainable operational improvements. - Process Optimization: Proven ability to identify and execute improvements that reduce cycle time and rework. - People Leadership: Skilled in performance management, goal setting, and building bench depth within a team. Technical Expertise - Data Fluency: Proficient in using data and insights to monitor performance and inform management decisions. - Systems Rollout: Experience supporting the rollout of operational tools, systems, and process enhancements. - Claims Management Systems: Familiarity with digital platforms used for managing and tracking claim metrics. You Own: - Operational Oversight (40%): Helping oversee day-to-day claims operations to ensure they meet established standards and customer outcomes. Working closely with Sales and Operations leaders nationally to drive consistency and satisfaction. - Quality & Arbitration Leadership (30%): Evolving the QA framework, managing audit routines, and driving consistency in arbitration outcomes. - Team Leadership & Development (20%): Influencing performance management, mentoring future leaders, and strengthening team capabilities. - Strategy & Continuous Improvement (10%): Contributing to long-term quality programs and supporting the implementation of new systems. Who You Will Work With: Reporting to the Senior Manager, Claim Operations, Canada, this role will collaborate with cross-functional teams, including Customer Service, Claims Evaluation, and Data Analytics, on a daily basis to ensure operational success. Where You Work: Your work is performed as a hybrid employee in Canada, operating out of our Toronto (Brampton) office. Must Have's: - 5+ years of experience in claims operations or auction operations. - 3+ years of people management experience. - Bachelor's degree or equivalent work experience. - Demonstrated ability to manage teams, develop leaders, and drive organizational improvements. - Strong working knowledge of claims processes and customer service standards. Nice to Have's: - Experience specifically within auction operations. - Proven track record in data-driven process improvements and analytics. - Familiarity with digital claims management systems. 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! Compensation Range of Annual Salary: $80,000.00 - $105,000.00 CAD (Depending on experience, skill set, qualifications, and other relevant factors.) Bonus Range Target Bonus Range: $12,000.00 - $15,750.00 CAD Annually