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 directly to upper management, the Team Lead is responsible for creating a positive team environment, developing and training a team of Customer Advocates, and addressing complex customer issues.

Responsibilities

• Create a positive team environment and foster strong morale and spirit among the team
• Interview, select, onboard, and train a team of Customer Advocates, providing necessary tools, resources, and guidance
• Develop and coach employees, conduct performance check-ins, and set goals for improving performance and skill set
• Generate and monitor regular reports and present findings to upper management
• Be the go-to expert for the team, assisting with tasks such as washing cars or delivering vehicles
• Drive production in a fast-paced customer service environment, keeping all details of market operations organized
• Identify and implement ways to enhance the customer and team experience
• Address and 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 focusing on the customer experience
• Willingness to work on weekends
• Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere

Qualifications

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

Skills

• Customer service skills
• Team management and development
• Problem-solving and decision-making
• Communication and interpersonal skills
• Leadership and motivational abilities

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 development and career growth
• Company culture of promotions from within and rapid career development

Pay

$65,000 - $73,000 annually

Schedule

Full-time position

Legal Stuff

• Hiring is contingent on passing a complete background check
• This role is not eligible for visa sponsorship
• Carvana is an equal employment opportunity employer
• Legal disclaimer about background checks and visa sponsorship eligibility