Team Lead, Market Operations
At Carvana, we sell cars, but we are not salespeople. Our mission is to create a hassle-free way for people to buy and sell cars. We’ve built a no-pressure, no-haggle online car buying experience that saves customers time and money. Customers can browse thousands of vehicles online, view full 360-degree interior and exterior images, and complete purchases with the help of our Customer Advocates—who either deliver vehicles via our signature single-car haulers or meet customers at one of our coin-operated Vending Machines.
About The Team And Position
Carvana’s Market Operations department thrives in a team-oriented, fast-paced environment. We value bright, adaptable individuals who are willing to take on diverse responsibilities, mentor teammates, and juggle multiple projects. Our strength comes from the diversity of perspectives and opinions on our team.
Responsibilities
- Be a continuous positive force within the market, fostering strong morale and spirit among the team.
- Interview, select, onboard, and train a team of Customer Advocates, providing the tools, resources, and guidance they need to succeed.
- Actively develop Customer Advocates through feedback, performance check-ins, and goal-setting to improve skills and performance.
- Recognize and reinforce individual and team accomplishments using organizational tools and creative methods.
- Generate and monitor regular reports for upper management.
- Serve as the go-to expert for your team—ready to assist with tasks like washing cars or delivering vehicles while ensuring a stellar customer experience.
- Drive production in a fast-paced customer service environment, ensuring smooth market operations.
- Proactively improve the customer and Advocate team experience.
- Address and manage complex, sensitive customer-facing issues effectively.
Requirements
- 5+ years of experience in a customer-facing team environment.
- 3+ years of management experience.
- Proven history of developing and coaching employees.
- Experience with strategic planning, process improvement, and guiding teams to exceed goals.
- Excellent interpersonal and leadership skills.
- Ability to diagnose and solve problems of varying complexity while maintaining focus on the customer experience.
- Willingness to work on weekends.
- Enthusiasm and energy to thrive in a rapidly growing start-up atmosphere with evolving roles.
Qualifications
- Bachelor’s Degree (preferred).
- Experience with Salesforce or Tableau (preferred).
- Analytical mindset.
- Experience handling logistics (preferred).
Benefits
- Full-time salary position.
- Medical, dental, and vision benefits.
- 401K with company match.
- Perks including student loan payments, vehicle discounts, pet benefits, and more.
- Wellness program for physical and mental health.
- Opportunities for skill development and knowledge sharing across the organization.
- Promotion-from-within culture with rapid career growth in a fast-growing company.
Other Requirements
- Must be able to read, write, speak, and understand English.
- Ability to walk/stand and sustain physical activity for extended periods (8+ hours).
- Requires high and low levels of movement, including reaching, twisting, kneeling, crouching, climbing, balancing, and squatting.
- Must be able to grasp, carry, lift, push, and pull items up to 50 lbs.
- Frequent driving requires excellent visual acuity and manual dexterity.
- Ability to work in outdoor weather conditions.
- Must be able to stay in stationary positions (e.g., while driving) for up to 3 hours at a time.
- Frequent communication with customers to exchange accurate information.
- Employees in California, Colorado, Kentucky, Louisiana, Maryland, Nevada, Oklahoma, Tennessee, Utah, Virginia, and Wisconsin must obtain a Salesperson license within the first two weeks of employment (sponsored by Carvana). Failure to secure this license may impact continued employment.
Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship. Carvana provides reasonable accommodations for disabilities to perform essential job functions.