The Online Manager will plan, organize, coordinate, supervise or execute activities related to online or electronic transactions (OVE.com, Manheim.com, and Simulcast) to ensure smooth operation, good customer satisfaction, and consistent growth of the product lines. This position is responsible for the online customer experience provided by the Department and Operating Location and is responsible for ensuring Department goals are met for transaction processing, customer satisfaction, and service levels. This position may also manage and review the performance of online support staff (where applicable according to business size and Operating Location structure). The position will work with other departments to provide consistent high quality facilitation services and fair and equitable resolutions to arbitrated or disputed transactions in the online marketplace. The Online Manager is expected to interact with Associates, Management and Customers on an advanced level regarding transaction processing, procedures, systems, and products.
Represent the perspective of auction partners in development of OVE.com, Simulcast and Manheim.com business practices, processes and policies.
Interface with customers to ensure fair and equitable resolution of arbitrated vehicles sold through the online marketplace. Responsible for resolving customer escalations.
Maintain communication with other departments and management team providing relevant information to coordinate activities of the department and ensure high quality of service to both internal and external customers.
Support the development, deployment and maintenance of department policies, practices and procedures.
Train and ensure support staff are compliant with standard business practices in order to provide a consistent high quality facilitation services within the online marketplace.
Assist in development and reporting of accurate and efficient key business drivers as well as the review of quality assurance, transactions, service levels, and other key department metrics for all online channels.
Participate in operational process development and implementation of projects. Will require knowledge of auction operations, problem solving skills, leadership skills, effective meeting skills, ability to work in groups, and the ability to provide constructive feedback.
Lead and work on strategic projects for the operating location for online transaction fulfillment.
Communicate with regional representatives for National Accounts, DSMs, OSRs and others concerning vehicle availability, eligibility, pricing, and other requirements for listing Consignor vehicles.
Work closely with online management, Product, IT, and Customer Support.
Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such.
Work in cooperation with Market Safety Manager in support of all safety activities aligned with Safety Excellence.
Review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality of work product, and effective customer service; review departmental performance against key performance indicators and metrics and develop and execute strategies for improvement.
Effectively leads team at the location by setting an example in behavior, championing Cox/Manheim values and ensuring that all employees are treated with respect.
Enforce all company policies and procedures related to employee and customer conduct.
Partner with various market level support teams (i.e. Finance, HR, MFS, Recon, Safety, Security, and Sales) to ensure effective and efficient operational processes that align with company objectives and strategies and high quality customer service and support.
Performs other duties as assigned by Management
Bachelor's degree in technical, business, or management discipline or equivalent experience
5 years auction experience with a minimum of 2 years management experience is preferred
Excellent management skills and the ability to promote a team environment.
AS400 and Title knowledge required.
A solid understanding of the wholesale automotive industry (e.g. industry structures, key players, competitive dynamics, and technological underpinnings).
Display a positive and professional image.
Highly motivated, with a strong work ethic.
Demonstrated bias for action and results.
Must be able to proactively identify and resolve issues through analysis with proven results.
Demonstrated experience in organizing, prioritizing, and coordinating complex team efforts.
Excellent people, teamwork and customer service skills.
Clear and effective written and verbal communication skills.
Demonstrated ability to multitask successfully.
Relevant operating experience within the wholesale auction industry is a plus.
Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Project, Visio, etc.) required.
Ability to sit for prolonged periods of time. Regularly required to stand, walk, reach, talk and hear.
Occasionally required to stoop, kneel, bend, and squat.
Vision abilities required include close, distance and color vision, depth perception and ability to adjust focus.
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company's 34,000-plus team members and family of brands, including Autotrader, Clutch Technologies, Dealer.com, Dealertrack, Kelley Blue Book, Manheim, NextGear Capital, VinSolutions, vAuto and Xtime, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
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.
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