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 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 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, present findings to upper management, and find innovative ways to enhance the customer and team experience.
• Act as a 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 and maintain operational efficiency.
• 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.
• Skill in diagnosing and solving 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 (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 across the organization.
• Company culture of promotions from within and rapid career development.
• Access to opportunities to grow professionally.

What We’ll Offer

• Access to opportunities to expand your skillset and share your knowledge with others across the organization.
• Company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
• A seat in one of the fastest-growing companies in the country.

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).
• High and low levels of movement with the ability to reach with arms, twist, kneel, crouch, climb, balance, and squat.
• Grasping, carrying, lifting, pushing, and pulling items up to 50lbs.
• 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 (when driving) up to 3 hours at a time.
• Frequent communication with customers.
• To be able to do your job at Carvana, there are some basic requirements we want to share with you.
• Must be able to pass a complete background check.
• Hiring is contingent on passing a complete background check.
• This role is not eligible for visa sponsorship.
• Carvana is an equal employment opportunity employer.
• All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law.
• Carvana also prohibits harassment of applicants or employees based on any of these protected categories.