Director, Arbitration

Job Description

Job Description

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 :

A Director, Arbitrations who will lead the strategy, governance, and operations of arbitration practices across OPENLANE US. This role is accountable for ensuring that our arbitration framework delivers a best-in-class customer experience while driving operational efficiency, fairness, and trust among buyers, sellers, and internal stakeholders. With a strong emphasis on automation, data-driven decision-making, and transparent processes, the Director will champion speed, consistency, and service excellence in all dispute resolution activities. A critical responsibility of this role is overseeing and resolving customer and dealer escalations, requiring sound judgment, superior conflict resolution skills, and the ability to navigate sensitive issues with professionalism and fairness.

This leader will also play a pivotal role in shaping policy, influencing organizational change, and developing a high-performing team culture that embodies OPENLANE’s values.

You Will :

Strategic Leadership & Vision

Serve as the key architect of the arbitration strategy for OPENLANE US, ensuring alignment with organizational goals and customer-first principles.

Champion innovation in arbitration practices through automation, AI / tech-enabled solutions, and streamlined processes.

Establish and monitor performance metrics, ensuring accountability and continuous improvement across operations.

Operational Excellence

Oversee end-to-end arbitration processes, ensuring speed, accuracy, and fairness in resolution.

Manage escalated disputes, including sensitive customer interactions and complex policy interpretation.

Drive initiatives to reduce policy losses, inherited inventory, and errors through root-cause analysis and preventive measures.

Provide regular reporting, insights, and analytics to senior leadership to guide business decisions.

Change & Stakeholder Influence

Partner with executive leadership and cross-functional teams to influence policy, compliance, and operational standards.

Develop scalable frameworks and best practices that enhance both internal consistency and customer satisfaction.

Communicate policies with clarity, balancing legal requirements with customer-centric service.

People Leadership

Lead, mentor, and develop a distributed team of arbitration professionals and leaders.

Foster a culture of accountability, learning, and engagement that supports career growth and retention.

Ensure team goals align with business objectives, while promoting a positive and motivating work environment.

Must Have’s :

Bachelor’s degree preferred.

10+ years of progressive experience in vehicle arbitration, dispute resolution, or related automotive / auction operations.

Minimum 5 years in a senior leadership role with proven success in developing leaders and scaling organizational capacity.

Deep understanding of wholesale vehicle operations, arbitration policies, and compliance frameworks.

Demonstrated ability to influence executives, build consensus, and drive change in a decentralized environment.

Superior conflict resolution, negotiation, and communication skills (both written and verbal).

Expertise in workforce management, forecasting, performance management, and process optimization.

Strong analytical mindset with proven experience leveraging data and technology to inform policy and operations.

Track record of leading in a metrics-driven environment with accountability for results.

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!