What are the responsibilities and job description for the Director of Support Operations position at OPENLANE?
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 Support Operations with experience in leading customer support teams that serve both external and internal customers. As part of the US Marketplace team, you will be responsible for leading the US support team, developing support frameworks, and establishing standards for best-in-class customer service practices. This role will emphasize automation, data-driven decision-making, and transparency to create a fast-paced environment focused on quick resolutions for buyers, sellers, and internal stakeholders.
In this position, you will leverage your expertise in people leadership, call center performance, and customer-first solutions. The ideal candidate will bring 5 years of experience in these areas.
You Are :
Customer-focused and thrive in working with both internal and external customers.
Confident in handling escalated customer issues and focused on turning challenges into opportunities to improve relationships and win back business.
Collaborative, working seamlessly across multiple teams to identify pain points and develop effective solutions.
Data-driven, using customer feedback and performance metrics to guide decisions and improve outcomes.
Organized and skilled at setting clear expectations and keeping teams aligned to achieve goals.
Adaptable, enjoying working in a fast-paced environment, utilizing multiple tools and systems to get the job done.
Innovative in finding ways to improve performance and drive results.
Strategic, identifying opportunities and "unlocking" solutions that enhance customer service and operational efficiency.
Proactive, anticipating challenges and taking the initiative to resolve them before they become obstacles.
You Will :
Work closely with leaders across all departments to identify customer service pain points and collaborate on finding solutions.
Engage with customers daily via phone, providing support for escalations and gathering valuable customer feedback.
Monitor service performance and actively look for opportunities to improve processes and enhance customer satisfaction.
Be responsible for service level performance, ensuring the team meets targets and maintains high standards.
Manage staffing levels, ensuring the right resources are in place to meet customer needs.
Oversee agent training and development, fostering an environment of continuous learning and improvement.
Assist with the integration of new support tools and technology, ensuring smooth implementation and adoption.
Ensure team adherence to customer service standards, policies, and procedures.
Stay updated and engaged with all evolving system updates to keep the team aligned with changes.
Be a key stakeholder in the overall support strategy for OPENLANE, influencing change and driving best practices.
Hire, develop, and grow talent, maintaining a positive employee experience and fostering job satisfaction.
Ensure the team consistently meets business objectives while creating a culture of engagement and continuous improvement.
Where you Work :
This is a hybrid position, based in Indianapolis, with overnight travel required as needed.
Must Have’s :
Minimum 5 years in a leadership role developing leaders and building organizational capacity.
Minimum 5 years leading frontline support teams within complex organizations.
Proven experience in building best in class customer support experiences and teams
Bachelor’s degree or equivalent combination of education and / or professional business experience required, master's degree in business preferred
Strong verbal and written communication skills
Experience in managing teams in a decentralized organization, including offshore teams
Strong customer relations / interpersonal skills
Excellent organizational and leadership abilities
Superior conflict resolution skills and negotiating skills
Proven experience in key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.
Experience working in a metrics-driven environment with responsibility for creating and executing plans to achieve desired results.
Nice to Have’s :
10 years of experience in building processes and strategies that drive improvements in the customer experience.
5 years of experience working with a large support center, managing diverse customer needs across multiple channels.
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!
