Who Am I?

My name is Marissa Lillard, and I have spent my career learning the ins-and-outs of automotive arbitration. From Wholesale Manager at CarMax to Regional Arbitration Director for Manheim, I have codified the oftentimes confusing processes and policies that make or break an auction experience. 

When I was in buyer training at CarMax, I marveled at how complex vehicles are and how difficult it was to consistently apply “the rules” with so many variables to consider, even in the simplest of cases. I couldn’t figure out how anyone could feel confident, with no two answers alike and no clear patterns in enforcement. It wasn’t unusual for two of the same vehicles with the same issue to have completely different claim outcomes. It was challenging.

To overcome my frustration, I sought out people who could teach me more about handling arbitration claims. How could I systematize the enforcement of NAAA and other arb rules without losing the nuance and specificity of each claim? If the rules are sometimes vaguely worded on purpose to allow for fair application in a wider variety of cases, was it even possible to create a simple logic tree that someone could follow to reach the fairest available decision? The basic question was: how could I make arbitration easier to do well? As someone who loves solving problems, I was hooked.

During my time in Dealer Services at Manheim Southern California I applied myself to learning how dealers prefer to do business, and what they really needed from an auction team. In 2020, I began my role as Regional Director of Arbitration at Manheim for all PST/AZ Time auctions. I did everything I could think to do: I studied the rulebook, I was in the Manheim Arbitration Standards Committee, I asked question after question of some of the most respected names in the business. My goal was to become an expert in the policy and processes around it so I could make arbitration both simpler to manage and easier to understand.

I created this site with that in mind. This is a space for questions and answers, for building resources and networks. Arbitration works best for everyone when it is understood by everyone. Knowledge is power.

Let’s do arbitration differently.