Director of Customer Service Delivery

OPENLANE; Toronto; Remote; CAD 110,000 - 135,000; Full time

Job summary

A leading technology company in wholesale and vehicle services seeks a Director of Customer Service Delivery to enhance customer service operations. This role emphasizes team leadership, strategic planning, and operational efficiency within a collaborative culture. The ideal candidate brings extensive experience in managing contact center environments and improving service quality through innovative solutions.

Benefits

Medical, dental, and vision benefits

401K/RRSP with company match

Paid Vacation, Personal, and Sick Time

Paid maternity and paternity leave

Tuition Reimbursement for eligible programs

Robust Employee Assistance Program

Qualifications

• Minimum 8 years of customer service operations experience.
• At least 5 years in a leadership role.
• Proven track record of improving efficiencies.

Responsibilities

• Oversee and optimize customer service operations.
• Lead and mentor multiple teams in contact center operations.
• Develop and monitor key performance indicators and operational goals.

Skills

Leadership

Communication

Collaboration

Analytical skills

Tools

Salesforce CRM

Five9 Contact Center software

Zoom phone software

Job description

2 days ago Be among the first 25 applicants

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 are seeking a Director of Customer Service Delivery with experience in overseeing and optimizing customer service operations. This role will support our Sr. Director, Business Process Architecture & Operations and is key in driving efficiencies, improving processes, and fostering a customer first culture.

You will lead, mentor and manage multiple OLCA teams including Contact Center Tier 1, Registrations and Quality Assurance along with indirect oversight of our VLC Customer Service Tier 1 & Tier 2 Teams. In this role, you will have the opportunity to use your experience in Leadership and Management, Operation Efficiency and Strategic Planning. The ideal candidate will have a minimum of 8 years of experience in customer service operations, with at least 5 years in a leadership role.

You Are:

Strategic. You are adept at Developing and executing customer service strategies aligned with company goals.

Collaborative. You excel at collaborating with other departments to enhance the customer journey.

Results-oriented. You have a proven track record of improving efficiencies and delivering measurable results.

Analytical. You are adept at analyzing data, identifying trends, and making data-driven decisions.

Leader. You have experience managing and developing high-performing teams, and you inspire and motivate others to achieve their best.

You Will:

Be responsible for service programs and systems in their production and implementation states. Tools such as Five9 Contact Center software, Zoom phone software, and Salesforce CRM will be utilized extensively to deliver efficient, data-driven service.

Develop, monitor, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational goals while fostering team collaboration and operational excellence.

Resolve escalated customer issues and complaints, while ensuring high levels of customer satisfaction through excellent service.

Analyze customer feedback and implement improvements to optimize customer service processes and workflows.

Develop and maintain customer service standards by tracking and reporting on customer service metrics. .

Implement and manage customer service technologies while adhering to the OLCA customer service budget.

Identify and implement initiatives to improve customer retention.

Monitor and evaluate the performance of outsourced service centers using KPIs and SLAs, providing guidance to ensure continuous improvement.

Who You Will Work With :

Reporting to the SVP Canada this role will collaborate with the Business Process Architecture & Operations Team on a daily basis.

You will partner with the Training Manager to assist with the development and enhancement of training programs for the customer service and sales teams.

You will manage relationships with outsourced service center partners, ensuring performance standards and contractual obligations are met while overseeing their integration with internal operations to maintain consistency in service delivery.

Where you work:

Your work is performed as a remote employee.

Must Have’s :

Minimum of 8 years of experience in customer service operations, with at least 5 years in a leadership role.

Proven track record of leading and developing high performance customer service oriented teams success in managing a contact center operation

Exceptional leadership, communication, and collaboration skills.

Proficiency in customer service and contact center platforms, as well as reporting tools and metrics

Strong analytical skills with a data-driven approach to decision-making.

Nice to Have’s:

Experience with Five9 Contact Center software, Zoom phone software, and Salesforce CRM

Bilingualism-English and French

Experience in the automotive industry

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!

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Motor Vehicle Manufacturing

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