Senior Network Operations Specialist

Carvana•Tempe, AZ

3d•Onsite

About The Position

This senior level position is responsible for providing assistance to their fellow team members supporting the Carvana logistics network, while focusing on directing, monitoring, and coordinating fulfillment and operations to reduce transit times, increase on-time delivery, and enable the ideal customer experience by delivering clear communications to internal and external customers. This position is not eligible for visa sponsorship.

Requirements

High School Diploma or GED, or equivalent experience.
1+ year in leadership experience.
3+ years experience in a Customer Service role.
3+ years experience practical experience in Maintenance or Logistics.
Experience in Logistics Operations with knowledge of DOT regulations and compliance, FMCSA, and HOS
Ability to work as a team player and interact with customers, managers, and coworkers in a professional and courteous manner.
Ability to maintain professionalism in a fast-paced environment.
Ability to effectively delegate tasks.
Ability to multitask and prioritize effectively.
Ability to resolve complex issues.
Ability to work variable schedule(s) as necessary.
Ability to commute and work out of the Tempe headquarters.
Ability to work in an office environment, with extensive use of computers.
Ability to sit for up to eight hours per day.
Ability to communicate clearly and concisely, both written and oral.
Ability to read,interpret, and manipulate data presented in Tableau.
Intermediate knowledge in excel/google sheets.

Responsibilities

Manage the day-to-day workload of tickets and inbound call monitoring for Carvana employed vehicle transporters, field ops leaders and customer advocates.
Provide real-time support to Network Support Specialists with questions, escalations and audits.
Resolve tickets and exceptions as needed to maintain service level agreements and key performance indicators.
Use multiple internal systems to gather data and troubleshoot issues that may arise during transit.
Actively identify and recommend solutions to remove constraints in the network to increase network efficiency.
Maximize outbound Logistics capacity to increase on-time delivery and reduce transit times.
Collaborate with Vehicle Transporters, Logistics Field Leadership, Fleet Maintenance, Market Operations, and Network Planning to minimize network disruptions.
Perform administrative duties including accurately documenting real-time incidents while effectively communicating incident status and resolution plan to Logistics Field Leadership.
Assist in building/maintaining SOPs as needed.
Ensure adherence to systems, policies, procedures, and performance standards.
Successfully complete special projects as assigned to improve speed, cost and quality.
Assist in onboarding, training, and development of new hires and existing specialists/coordinators.