Regional Team Lead

Carvana • Chicago, IL

5d • Hybrid

About The Position

The Regional Team Lead is responsible for traveling to various markets within the assigned region to develop and coach Title and Registration team members for optimal performance. This role is also responsible for building and maintaining relationships with Market Operations, Titles, and Customer Experience Leaders. We are looking for someone who is passionate about coaching, has knowledge of the Carvana customer experience process, and is willing to be in the trenches with their team.

Requirements

• A Bachelor’s degree from an accredited undergraduate institution.
• 5+ years work experience in a customer-facing team environment.
• 3+ years of management experience.
• Must have a valid Driver’s License with a clean driving record for the past 3 years
• Ability to pass a drug screen and background check.
• A strong sense of urgency with the ability to improve operational efficiency.
• Experience with strategic planning and process improvement.
• Ability to work in an office environment, with extensive use of computers.
• Ability to communicate and interact with others effectively in a professional and courteous manner.
• Ability to communicate clearly and concisely, both written and oral.
• Demonstrated ability to grasp technical and complex concepts and clearly explain them to others.
• Excellent problem-solving skills with the ability to think outside the box.
• Strong project management skills.
• Ability to work variable schedule(s) as necessary.
• Requires travel on a quarterly basis.
• Experience with Tableau or other reporting tools
• Ability to perform the job safely.
• Pass an MVR driving background check.
• Must be able to read, write, speak, and understand English.

Responsibilities

• Provide mentoring and accountability to team members and succession planning through appropriate coaching and leadership development.
• Proactively communicate information to team members, providing a clear understanding of expectations, performance measures, and goals.
• Promote an environment that fosters and ensures all specialists meet or exceed all Carvana standards.
• Work with management to define department goals and objectives to improve the overall customer and employee team experience.
• Builds and grows strong relationships with multiple departments and necessary stakeholders.
• Oversees multiple markets and makes sure staffing meets that demand.
• Partnering with the Regulatory Legal Team to develop strategic plans, goals, and objectives, ensuring alignment with local and state guidelines.
• Identify, implement, and revamp processes to optimize efficiencies.
• Assist with interviewing, selecting, and onboarding a team of Specialists.
• Address and effectively manage complex and sensitive customer-facing issues.
• Proactively communicating with leadership regarding business performance, the impact of decisions on customers, and potential risks to the business.
• Be a continuous positive force within the office, creating strong morale and spirit throughout the team.
• Embody Carvana's culture and values while holding teams accountable with fairness and consistency.
• Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals.
• Other duties as assigned.

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
• A seat in one of the fastest-growing companies in the country

What This Job Offers

• Job Type: Full-time
• Career Level: Manager