AVP, Client Experience Operations - New York, United States
17 hours ago
Job description
ABOUT SOTHEBY'S
Established in 1744, Sotheby's is the world's premier destination for art and luxury. Sotheby's promotes access to and ownership of exceptional art and luxury objects through auctions and buy-now channels including private sales, e-commerce and retail. Our trusted global marketplace is supported by an industry-leading technology platform and a network of specialists spanning 40 countries and 70 categories which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Design, as well as collectible cars and real estate. Sotheby's believes in the transformative power of art and culture and is committed to making our industries more inclusive, sustainable and collaborative.
KEY RESPONSIBILITIES
- Own and optimize call center ticket management and telephony systems.
- Assist and collaborate in creation of standard operating procedures, focusing on identifying areas of efficiency and elimination.
- Develop and maintain performance dashboards and real-time reporting frameworks for internal and vendor teams. Monitor KPIs and enforce accountability.
- Lead omnichannel transformation initiatives, introducing automation, self-service tools, and AI capabilities that improve resolution rates and reduce contact volume. Partner cross-functionally with Product, QA, and Enablement teams to optimize the customer journey and scale CX infrastructure.
- Own end-to-end workforce and headcount strategy, including capacity plans and scheduling.
- Manage CX technology integrations and vendor-led process improvements using structured project plans and agile sprints. Coordinate with QA, WFM, and Training teams to accelerate rollouts and continuously enhance efficiency and scalability.
- Analyze large datasets to identify trends, correlations, and actionable insights
- Support the Global Head of Client Experience with new initiatives and special requests.
IDEAL EXPERIENCE & COMPETENCIES
- 5-7 years of experience in client experience and/or auction operations.
- Exceptional communication, organizational, interpersonal, and relationship-building skills, with a strong ability to collaborate in cross-functional environments.
- Confidence and professionalism when presenting to groups or leading discussions.
- Advanced proficiency in Microsoft Excel (formulas, charts, data analysis).
- Proficiency with Microsoft Word, Outlook, Google Workspace, and related tools.
- Ability to work independently in a fast-paced, deadline-driven environment.
- Highly organized, collaborative, and adaptable, with the ability to remain calm and professional under pressure and tight timelines.
- Experience managing and implementing cross-departmental initiatives, including project management.
- Strong analytical thinking, process-improvement mindset, and problem-solving skills, with demonstrated planning and communication abilities.
- Prior people leadership experience
The proposed base salary for this position ranges from $100,000-$120,000. In addition to base salary successful candidates are eligible to receive a discretionary bonus, as well as a competitive benefits package. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.
To view our Candidate Privacy Notice for the US, please click here.
To view our Candidate Privacy Notice for the UK, Hong Kong, France and Switzerland, please click here.
The Company is an equal opportunity employer and considers all applicants for employment without regard to race (including, without limitation, traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law. The Company complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it operates.
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