Team Lead, Market Operations

About Carvana

At Carvana, we sell cars, but we are not salespeople. We have made it our mission to create a hassle-free way for people to buy and sell cars. We saw a huge problem with how much of a headache it is to buy a car the traditional way, so we committed ourselves to put customer satisfaction at the core of our business. We have built a no-pressure, no-haggle online car buying experience that saves our customers time and money. Customers can search through thousands of vehicles online, see full 360-degree views of both the interior and exterior of the vehicles before deciding to go through the purchasing process. Our Customer Advocates will then either deliver the purchased vehicle to our customer’s driveway using one of our kick-ass one-car haulers, or they will meet our customers at one of our amazing coin-operated Vending Machines.

About The Team and Position

Carvana’s Market Operation department is known for its team-oriented, fast-paced environment. We hire bright people who are willing to roll up their sleeves, step in wherever needed, mentor and develop team members, and assume additional responsibilities as needed while juggling multiple projects. Our strength is in our diversity of opinions, and we thrive from each unique perspective.

Responsibilities

• Be a continuous positive force within the market and create strong morale and spirit throughout the team.
• Help interview, select, onboard, and train a team of Customer Advocates and provide the tools, resources, and guidance they need to be successful.
• Actively develop a team of Customer Advocates by providing feedback, conducting performance check-ins, and setting goals to improve performance and skill set.
• Recognize and reinforce individual and team accomplishments using existing organizational tools and programs, as well as by finding new, creative, and effective methods of recognition.
• Generate and monitor regular reports and present them to upper management.
• Be the go-to expert for your team; ready to jump in alongside an Advocate to wash cars or deliver cars to customers while providing a stellar customer experience.
• Drive production in a fast-paced customer service environment and keep every detail of your market operating like a well-oiled machine.
• Actively look for ways to improve the overall customer and Advocate team experience.
• Address and effectively manage complex and sensitive 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.
• Ability to diagnose and solve problems with varying complexity while maintaining focus on the customer experience.
• Willingness to work on weekends.
• Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves.

Preferred Qualifications

• Bachelor’s Degree.
• Experience with Salesforce or Tableau.
• An analytical mind.
• Experience handling logistics.

Benefits

• Full-Time Salary Position.
• Medical, Dental, and Vision benefits.
• 401K with company match.
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
• A great wellness program to keep you healthy and happy both physically and mentally.
• Access to opportunities to expand your skillset and share your knowledge with others across the organization.
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.

Other Requirements

• Must be able to read, write, speak, and understand English.
• The ability to walk/stand and sustain physical activity for extended periods of time (8+ hours).
• Requires high and low levels of movement with the ability to reach with arms, twist, kneel, crouch, climb, balance, and squat.
• Requires the grasping, carrying, lifting, pushing, and pulling of items up to 50 lbs.
• Frequent driving requires excellent visual activity and manual dexterity.
• Requires working in outdoor weather conditions.
• Must be able to stay in stationary positions for extended periods of time (when driving) up to 3 hours at a time.
• Frequently communicates with customers and must be able to exchange accurate information.
• California, Colorado, Kentucky, Louisiana, Maryland, Nevada, Oklahoma, Tennessee, Utah, Virginia, and Wisconsin employees must apply for a Salesperson license within the first two weeks of employment (process sponsored by Carvana). Obtaining this license is a condition of employment; failure to secure it may impact continued employment in this role.

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.