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About the Role
The Team Lead in Market Operations is responsible for running the local Carvana hub, including market launch, operations, logistics, consumer branding, team engagement, and market success. This role requires a big picture thinker with the ability to manage both employee and customer experiences, assess business trends, and proactively create solutions. The Team Lead will provide vision and development opportunities for a team of Customer Advocates.
Responsibilities
- Act as a continuous positive force within the market, fostering strong morale and spirit.
- Assist in interviewing, selecting, onboarding, and training Customer Advocates, providing necessary resources and guidance.
- Develop Customer Advocates through feedback, performance check-ins, and goal setting.
- Recognize and reinforce individual and team accomplishments through existing and creative methods.
- Generate and monitor regular reports, presenting findings to upper management.
- Serve as the go-to expert for the team, willing to assist with tasks such as washing cars or delivering vehicles.
- Drive production in a fast-paced customer service environment, ensuring smooth market operations.
- Identify and implement improvements for the customer and Advocate team experience.
- Address and manage complex and sensitive customer-facing issues effectively.
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 of 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.
- 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.
- Requires grasping, carrying, lifting, pushing, and pulling of items up to 50lbs.
- Frequent driving requires excellent visual activity and manual dexterity.
- Ability to work in outdoor weather conditions.
- Ability to stay in stationary positions for extended periods (up to 3 hours) while driving.
- Ability to frequently communicate with customers and exchange accurate information.
- Must obtain a Salesperson license within the first two weeks of employment (for specific states).
- Hiring is contingent on passing a complete background check.
- This role is not eligible for visa sponsorship.
Skills
- Strategic planning
- Process improvement
- Leadership
- Interpersonal skills
- Problem-solving
- Customer service
- Logistics
- Salesforce
- Tableau
- Analytical thinking
Location
- Local Carvana hub
Work Type
- Full-Time
Experience Level
- 5+ years work experience
- 3+ years management experience
Education Level
- Bachelor's Degree
Salary/Compensations
- Full-Time Salary Position
Benefits
- Medical, Dental, and Vision benefits
- 401K with company match
- Student loan payments
- Discounts on vehicles
- Benefits for pets
- Wellness program
- Access to opportunities to expand skillset and share knowledge
- Company culture of promotions from within
- Start-up atmosphere allowing for varied and rapid career development
About the Company
- Carvana creates a hassle-free way for people to buy and sell cars through a no-pressure, no-haggle online car buying experience.
- The company offers customers the ability to search thousands of vehicles online with 360-degree views.
- Customer Advocates deliver purchased vehicles or meet customers at Carvana Vending Machines.
- Carvana is one of the fastest-growing companies in the country.
Equal Opportunity
- 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.
- Reasonable accommodations will be made for those with disabilities to perform the essential functions of their jobs.