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.
Subject-Matter Expert
Job Overview
The Subject-Matter Expert is responsible for helping the team drive success through floor support, learning sessions, coaching and feedback. Providing appropriate timely responses in-line with our business and business partners’ terms, conditions and policies.
Responsibilities and Duties
Provide expertise in all facets of operations
Assists Team Leader in developing key behavior for performance within team span through coaching and feedback
Supervise team in the absence of the Team Lead.
Addressing all procedural or policy-related questions, issues, clarifications and/or escalations.
Identify and resolve operational issues
Oversee team attendance tracker and sending hourly productivity report
Assist with the development and execution of operational processes
Track training progress of new team member
Mentor new and old team members
Optimize operational performance
Coordinate with various departments to ensure smooth operations
Understand, analyze and participate in Knowledge Transfer of any process/offshore partner processes for effective dissemination and implementation
Contribute to process improvement initiatives
Track Workday Learning assignments
Call monitoring and listening at least two calls per person in a week
Receive feedback and participate in VOC (Voice of the Customer) initiatives.
Draft coaching logs and other documentation
Other tasks as assigned by the immediate supervisor
Qualifications
Bachelor's degree or equivalent work experience
Leadership experience as an SME/Asst Team Lead in BPO setting is highly preferred
Knowledge about KPIs and SLAs is a plus
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work collaboratively and independently
Knowledge of industry regulations and best practices
Detail-oriented and organized
Ability to multitask and prioritize
Flexibility and adaptability
Proficient in Microsoft Office/Google Tools
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!
