Team Lead, Market Operations

Carvana•Concord, NC

About The Position

The Team Lead in Carvana’s Market Operations group runs a local Carvana hub, overseeing market launch and ongoing operations, logistics, consumer branding, team engagement and effectiveness, and the market’s success. The role combines daily operational leadership with assessing business trends and proactively developing solutions to potential roadblocks. The Team Lead manages the employee and customer experience and provides vision and development opportunities for Customer Advocates. This is a fast-paced, team-oriented customer service role that includes hiring, onboarding, training, coaching, and developing employees; monitoring and presenting reports; supporting vehicle washing and delivery operations; and resolving complex customer-facing issues. The position requires working weekends and performing physical tasks in outdoor conditions, including walking, standing, driving, and handling items weighing up to 50 pounds. Carvana will make reasonable accommodations for individuals with disabilities to perform essential job functions.

Requirements

At least 5 years of work experience in a customer-facing team environment.
At least 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 weekends.
Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt.
Ability to read, write, speak, and understand English.
Ability to walk, stand, and sustain physical activity for extended periods of 8 or more hours.
Ability to reach, twist, kneel, crouch, climb, balance, and squat.
Ability to grasp, carry, lift, push, and pull items weighing up to 50 pounds.
Ability to drive frequently, with excellent visual activity and manual dexterity.
Ability to work in outdoor weather conditions.
Ability to remain stationary while driving for periods of up to 3 hours at a time.
Ability to communicate frequently with customers and exchange accurate information.
Must pass a complete background check; the role is not eligible for visa sponsorship.

Nice To Haves

Bachelor’s degree.
Experience with Salesforce or Tableau.
An analytical mind.
Experience handling logistics.

Responsibilities

Promote a positive team environment and build strong morale and team spirit.
Help interview, select, onboard, and train Customer Advocates, providing the tools, resources, and guidance they need to succeed.
Develop Customer Advocates through feedback, performance check-ins, and goals that improve performance and skills.
Recognize and reinforce individual and team accomplishments using existing programs and creative recognition methods.
Generate and monitor regular reports and present them to upper management.
Serve as a team expert and work alongside Customer Advocates, including washing cars and delivering vehicles to customers.
Drive production in a fast-paced customer service environment and keep market operations running effectively.
Identify ways to improve the customer and Advocate team experience.
Address and manage complex and sensitive customer-facing issues.
Oversee local hub operations, including market launch, logistics, consumer branding, team engagement, and ongoing market success.

Benefits

Medical, dental, and vision benefits.
401(k) with company match.
Perks including student loan payments, vehicle discounts, and benefits for pets.
Wellness program supporting physical and mental health.
Access to opportunities to expand skills and share knowledge across the organization.
Promotion-from-within culture and opportunities for varied and rapid career development.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume