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 dynamic and results-driven Manager, Customer Satisfaction to lead our efforts in gathering, analyzing, and acting upon customer feedback and market insights. This role is crucial in driving customer-centric strategies, improving the overall customer experience, and informing key business decisions. The ideal candidate will be passionate about understanding customer needs and translating them into actionable insights that impact product development, service delivery, and strategic initiatives. This role will be part of the customer experience team and will coordinate and collaborate closely with the marketplace, sales, marketing, product, and data teams and other relevant teams on a regular basis.

You Will Manage:

• Customer Satisfaction:

  • Manage the feedback generated through a comprehensive VoC program, including reviewing data from surveys, feedback forms, social listening, interviews, focus groups, and other data collection methods.

  • Design and implement strategies to capture customer feedback and market insights across all touchpoints and channels.

  • Ensure consistent and accurate data collection, maintaining data integrity and reliability.

  • Develop a comprehensive understanding of different customer segments, and their unique needs, behaviors, and preferences.

  • Segment customers based on various criteria such as demographics, behavior, purchase patterns, and feedback analysis.

• Data Analysis and Reporting:

  • Analyze qualitative and quantitative customer feedback data and market research to identify trends, patterns, and insights.

  • Develop and maintain dashboards and reports to communicate key findings to stakeholders.

  • Translate complex data into clear, actionable recommendations.

  • Use statistical analysis and data visualization tools to determine significant data points.

• Stakeholder Collaboration:

  • Collaborate with cross-functional teams (product, marketing, sales, customer support, data teams) to share customer insights and drive improvements.

  • Present findings and recommendations to senior management and other stakeholders.

  • Act as a customer advocate within the organization.

  • Train employees on the importance of VoC, and how to properly deal with customer feedback.

• Customer Experience Improvement & Strategic Initiatives:

  • Identify and prioritize areas for improvement based on customer feedback and market analysis.

  • Work with relevant teams to implement changes and monitor their impact.

  • Measure and track customer satisfaction metrics (e.g., NPS, CSAT, CES).

  • Proactively identify and address potential customer pain points.

  • Drive the development of strategies to gather, analyze, and interpret customer data and feedback across multiple channels.

  • Integrate customer insights into business strategies and initiatives.

  • Stay updated on industry trends, market changes, and evolving customer behaviors to refine and enhance customer insight strategies continuously.

• Technology and Tools:

  • Evaluate and recommend VoC and market research tools and technologies to enhance data collection and analysis.

  • Manage and maintain VoC and insight platforms and systems.

  • Stay up to date on industry best practices and emerging VoC and market research trends.

Must Have's:

• Bachelor's degree in business, marketing, statistics, economics, or a related field (Master's or MBA preferred).

• 5+ years of experience in market research, customer insights, or VoC management.

• Proven track record of designing and implementing successful VoC programs and market research initiatives.

• Strong analytical and problem-solving skills, with the ability to interpret complex data.

• Excellent communication and presentation skills, with the ability to convey insights to diverse audiences.

• Proficiency in VoC tools and platforms (e.g., Qualtrics, Medallia, SurveyMonkey, etc.).

• Experience with statistical analysis and data visualization tools (e.g., Excel, Tableau, Power BI).

• Knowledge of customer experience methodologies (e.g. journey mapping, service design).

• Experience with social media listening tools.

• Familiarity with advanced analytics and tools for interpreting data.

• Familiarity with the dynamics of franchise businesses, independent sellers and buyers, and private label groups is highly desirable.

You Have:

• Data Analytics

• Customer Experience Management

• Market Research

• Project Management

• Communication (Written and Verbal)

• Presentation Skills

• Statistical Analysis

• Problem-Solving

• Stakeholder Management

• Technical Proficiency

• Strategic Thinking

• Attention to detail

• Customer Insights

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

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!