Team Lead, Market Operations

Carvana•Albuquerque, NM

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. This role combines daily operational leadership with assessment of business trends and proactive solutions to potential roadblocks, while managing the employee and customer experience. The Team Lead leads a team of Customer Advocates, providing vision, coaching, development opportunities, and the resources and guidance needed for success. The position works in a fast-paced customer service environment and may involve working alongside Advocates to wash cars or deliver vehicles to customers. The role requires weekend availability and the ability to perform sustained physical activity, drive frequently, and work outdoors. Employment is contingent on passing a background check. The role is not eligible for visa sponsorship. In certain listed states, employees must apply for a Salesperson license within the first two weeks of employment; obtaining the license is a condition of employment.

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 on weekends.
Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up environment 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 up to 3 hours at a time.
Ability to communicate frequently with customers and exchange accurate information.
In specified states, apply for and obtain a Salesperson license within the first two weeks of employment.
Pass a complete background check.

Nice To Haves

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

Responsibilities

Build positive morale and team spirit throughout the market.
Help interview, select, onboard, and train Customer Advocates, and provide the tools, resources, and guidance they need to succeed.
Develop Customer Advocates through feedback, performance check-ins, and goal setting.
Recognize individual and team accomplishments using organizational programs and creative methods.
Generate and monitor regular reports and present them to upper management.
Serve as a go-to expert for the team and assist Advocates with tasks such as 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 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.
Company culture of promotions from within and opportunities for varied and rapid career development.

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