Team Lead, Market Operations

About the role

The Team Lead in Carvana's Market Operations group oversees the local Carvana hub, managing operations, logistics, consumer branding, team engagement, and ensuring market success. Reporting to upper management, the Team Lead is responsible for driving production, improving the customer and team experience, and addressing complex issues.

Responsibilities

• Create a positive team environment and foster strong morale and spirit.
• Interview, select, onboard, and train Customer Advocates, providing necessary tools, resources, and guidance.
• Develop and coach employees, conduct performance check-ins, and set goals for improvement.
• Generate and monitor regular reports, present findings to upper management, and find creative recognition methods.
• Act as a go-to expert, assisting Customer Advocates with tasks such as washing cars or delivering vehicles.
• Drive production in a fast-paced environment, maintain operational efficiency, and identify areas for improvement.
• Address and manage complex customer-facing issues.

Requirements

• 5+ years of work experience in a customer-facing team environment.
• 3+ years of management experience.
• Proven history of developing and coaching employees.
• Prior experience with strategic planning, process improvement, and guiding teams to exceed goals.
• Excellent interpersonal and leadership skills.
• Savvy problem-solving abilities, focusing on the customer experience.
• Willingness to work weekends.
• Enthusiasm and energy for contributing to a rapidly growing start-up atmosphere.

Qualifications

• Bachelor’s degree (preferred).
• Experience with Salesforce or Tableau (preferred).
• An analytical mind.
• Experience handling logistics (preferred).

Benefits

• Full-time salary.
• Medical, dental, and vision benefits.
• 401K with company match.
• A multitude of perks including student loan payments, discounts on vehicles, benefits for pets, and wellness programs.
• Opportunities for skill expansion and sharing knowledge.
• Company culture of promotions from within and rapid career development.
• Access to opportunities to grow within the company.

Other Requirements

• Must be able to read, write, speak, and understand English.
• High and low levels of movement, reaching, twisting, kneeling, crouching, climbing, balancing, squatting, grasping, carrying, lifting, pushing, and pulling up to 50 lbs.
• Frequent driving requires excellent visual activity and manual dexterity.
• Work in outdoor weather conditions.
• Must be able to stay in stationary positions for extended periods (up to 3 hours) when driving.
• Pass a complete background check.
• California, Colorado, Kentucky, Louisiana, Maryland, Nevada, Oklahoma, Tennessee, Utah, Virginia, and Wisconsin employees must apply for a Salesperson license within two weeks of employment.