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 generating and monitoring reports, addressing and managing customer-facing issues, and continuously improving the customer and team experience.

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 Customer Advocates, conducting performance check-ins and setting goals for improvement.
• Generate and present regular reports to upper management.
• Jump in to assist Customer Advocates with tasks such as washing cars or delivering vehicles.
• Drive production in a fast-paced environment, maintaining operational efficiency.
• Identify and implement improvements to enhance the customer and team experience.
• 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 with a focus on the customer experience.
• Willingness to work weekends.
• Enthusiasm and energy for contributing to a rapidly growing start-up atmosphere.

Qualifications

• Bachelor’s degree (not required).
• Experience with Salesforce or Tableau (not required).
• An analytical mind.
• Experience handling logistics (not required).

Benefits

• Full-time salary range: $65,000 - $73,000.
• 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 within the organization.
• Company culture of promotions from within and rapid career development.
• Access to opportunities for professional growth and advancement.

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 acuity and manual dexterity.
• Work in outdoor weather conditions.
• Ability to stay in stationary positions for extended periods (up to 3 hours) when driving.
• Must be able to 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.