Manager, Central Operations

Carvana•Tempe, AZ

About The Position

As a Central Operations Manager at ADESA, you will play a crucial role in leading a team of a group of dedicated professionals who are passionate about delivering an industry-leading customer experience. This pivotal position requires a dynamic leader with excellent communication skills, a passion for customer satisfaction, and the ability to motivate and inspire a team of customer service representatives and leaders.

Requirements

High school diploma or equivalent required
Minimum 7 years of operations or customer service experience
Minimum 4 years of leadership/supervisory experience
Excellent verbal and written communication skills
Proven ability to multitask while maintaining attention to detail
Commitment to delivering excellent customer experiences
Experience in process improvement and optimization
Proven ability to manage deliverables and metrics against aggressive targets and timelines
Proficiency with computer systems and applications
To be able to do your job at ADESA, you must be able to read, write, speak, and understand English.

Nice To Haves

Bachelor's degree in business administration or related field preferred

Responsibilities

Lead, develop, and inspire a team of Customer Advocates, Team Leads, and people leaders to deliver an exceptional customer experience while fostering a culture of accountability, collaboration, and continuous improvement.
Own the day-to-day performance of the Central Operations team, ensuring service levels, quality, productivity, and customer experience goals are consistently achieved.
Design, implement, and continuously improve operational processes that enhance efficiency, scalability, and the customer and advocate experience.
Translate business objectives into clear operational plans by defining success metrics, establishing ownership, and driving execution across the organization.
Identify operational challenges through data, customer feedback, and frontline insights, and develop scalable solutions that improve business outcomes.
Partner cross-functionally with Product, Engineering, Analytics, Workforce Management, Training, and Operations teams to implement process improvements and support new initiatives.
Develop leaders by establishing clear ownership, accountability, and decision-making within the organization, enabling Team Leads and managers to successfully lead their areas of responsibility.
Establish, monitor, and improve key performance indicators (KPIs) to drive operational performance, customer satisfaction, and continuous improvement.
Analyze customer interactions, operational trends, and business metrics to identify opportunities for improvement and proactively address emerging issues.
Build and maintain strong relationships with internal stakeholders to ensure alignment on priorities, operational readiness, and customer experience initiatives.
Lead change management efforts for new processes, systems, and organizational initiatives, ensuring successful adoption across the team.
Recruit, coach, develop, and retain high-performing team members through regular feedback, performance management, career development, and succession planning.
Foster a positive, inclusive, and collaborative team culture that encourages ownership, innovation, and professional growth.
Drive accountability through execution of day-to-day operations.