Team Lead, Market Operations

Carvana•Tulsa, OK

About The Position

Carvana’s Market Operations department is a team-oriented, fast-paced environment. The Team Lead runs a local Carvana hub and oversees market launch, operations, logistics, consumer branding, team engagement and effectiveness, and the market’s ongoing success. This role requires a big-picture thinker who can manage both employee and customer experiences, lead daily operations, assess business trends, and proactively address potential roadblocks. The Team Lead works closely with Customer Advocates, providing leadership, development, and guidance. The role also involves contributing directly to operations and customer service, including washing cars or driving a single-car hauler to deliver vehicles. The position calls for someone energized by a rapidly growing, evolving start-up environment.

Requirements

At least 5 years of work experience in a customer-facing team environment.
At least 3 years of management experience.
A 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 time (8+ hours); reach, twist, kneel, crouch, climb, balance, and squat; and grasp, carry, lift, push, and pull items up to 50 pounds.
Excellent visual activity and manual dexterity for frequent driving.
Ability to work in outdoor weather conditions and remain stationary while driving for up to 3 hours at a time.
Ability to communicate frequently with customers and exchange accurate information.
For employees in California, Colorado, Kentucky, Louisiana, Maryland, Nevada, Oklahoma, Tennessee, Utah, Virginia, and Wisconsin: apply for a salesperson license within the first two weeks of employment and obtain it as a condition of employment.
Hiring is contingent on passing a complete background check.

Nice To Haves

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

Responsibilities

Create positive morale and team spirit within the market.
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 goal setting.
Recognize individual and team accomplishments using organizational programs and other effective methods.
Generate and monitor regular reports and present them to upper management.
Serve as a go-to expert for the team and assist with operational work, including washing cars and delivering vehicles to customers when needed.
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.
Work weekends.
Meet physical and operational requirements, including frequent driving and working outdoors.
In specified states, apply for a salesperson license within the first two weeks of employment and obtain it as a condition of employment.

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.
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