Senior Manager, Brand Protection and Consumer Support

Dealer.com

Location: Burlington, Vermont

Type: Full Time

Education: Bachelor's Degree

Experience: Greater than 10 years

The Sr. Manager, Brand Protection and Consumer Support at Dealer.com is responsible for providing leadership, vision, and direction to the Brand Protection & Consumer Support departments.  The successful candidate will lead these teams to operate at optimal efficiency and deliver high levels of service, while driving strategies to combat fraud and protect our consumer brands of Autotrader and Kelley Blue Book with favorable public opinion.

The Sr. Manager must keep updated with trends in fraud and abuse, customer contact, updates to trust in advertising laws, automotive industry policy changes, updates to internal company policies, and anticipate potential problems through a strong focus on data and analytics.  They will need to understand tactics associated with online fraud and be able to implement proven practices to combat digital fraud events and will be instrumental in identifying opportunities for process and platform optimizations with the overarching objective of reducing consumer fraud and associated cost while simultaneously improving the consumer experience. The brand protection team and consumer support teams will work cross-functionally with Machine Learning, Data Analytics, Product, Engineering, Operations, and external partners to combat fraudulent activities to cultivate a safe online experience for all of our customers.

The Senior Manager is a trusted advisor of executive management and assists with developing and implementing the long-term vision of Brand Protection and Consumer Support, improving operational execution, and enhancing the overall experience of Cox Automotive customers and employees.  This role will be the leader that drives the execution of fraud prevention, real-time fraud strategy to identify and mitigate fraud at scale through a highly engaged team. This position reports directly to the Director of Client Operations and leads a diverse multi-level team, including direct management of Sr. Analysts and Supervisors.

•    Management of Personnel:  Establishes operational goals, policies, and procedures. Manage, coach and develop teams to ensure execution of all business deliverables, Key Performance Indicators, and the overall objectives of the department. Must be able to grow a divided team into a collaborative and productive workforce focused on protecting our brands. Manage cross-departmental relationships with partner teams.
•    Brand Protection: Create and implement enforcement strategies to support our products, clients, business, and overarching brands. Develop and manage data-driven strategies for brand enforcement.
•    Customer Service:  Ensure timely, quality service and high level of customer satisfaction; Manage and communicate expectations related to operations as well as projects to senior leadership.
•    Issue Resolution:  Proactively work to identify and resolve issues. Maintain a working knowledge of Cox Automotive applications, product suites, customers, legal obligations and reporting capabilities. Demonstrate strong analytical ability to identify areas for improvement and recommend solutions across and up the management chain.
•    Relationship Building:  Foster a partnership relationship with AutoTrader.com, Kelley Blue Book, Dealer.com, other Cox entities, dealers, and customers, both internal and external. Work closely within the Client Operations departments, IT, and other business areas to rationalize business requirements and facilitate successful implementation, Act as primary point of contact for all vendor relationships, legal notices, escalations, and other customer services issues.
•    Process Improvement: Utilizing robust data and analysis, proactively identify opportunities for process improvements, develop the business case, project plan, and drive subsequent implementation and execution.
•    Budget Management:  Manage budget within assigned perimeters.
•    Legal Partnership: Support various legal aspects of Cox Automotive portfolio through fact finding and research, including but not limited to KBB, Autotrader and Dealer.com.

Qualifications:

  • Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job.  (Reasonable accommodations for medical and religious objections will be considered.)
  • Bachelor’s degree in data science, analytics, legal, business, management discipline or equivalent work experience required.
  • 10 years of experience with fraud deterrence, analytics, brand protection or similar fields.
  • 3 years of management experience.  Excellent management skills and the ability to promote a team environment are essential.
  • Demonstrated success in operating multiple and diverse teams in a complex support organization.
  • Be able to work proactively, independently and reliably on multiple projects under tight time frames in a fast-paced environment with a positive and energetic attitude Superb communication, follow up, facilitation and strategic planning skills are needed.
  • Ability to work across different cultures and adapt to local norms. Tech-savviness, including proficiency with cloud-based document and database systems.
  • Highly motivated with a focus on driving results through diverse teams.
  • Team-focused, with a proven track record of coaching and development for the purpose of building bench strength.
  • Demonstrated experience in organizing, prioritizing, and coordinating complex efforts.
  • Demonstrated ability to develop creative ideas for solving issues and track record of solid execution.
  • Customer-focused attitude with an ownership mentality for escalations and problem solving.
  • Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Project, Visio, etc.) required.
  • Data management and analytical steward with ability to tell compelling business stories through numbers.
  • Automotive knowledge is a plus.

 

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