Team Lead, Market Operations

Carvana • Hartford, CT

2d

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 its market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing success. The role calls for 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 leads and develops a team of Customer Advocates, providing vision, feedback, performance check-ins, goals, and development opportunities. The role also involves supporting daily work directly, including washing cars and delivering vehicles to customers, while maintaining a strong customer experience. This position is a full-time salary role in a rapidly growing, evolving company.

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 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; reach, twist, kneel, crouch, climb, balance, and squat; and grasp, carry, lift, push, and pull items weighing up to 50 pounds.
• Excellent visual activity and manual dexterity for frequent driving.
• Ability to work outdoors in varying weather conditions and remain stationary while driving for up to 3 hours at a time.
• Ability to frequently communicate and exchange accurate information with customers.
• For employees in California, Colorado, Kentucky, Louisiana, Maryland, Nevada, Oklahoma, Tennessee, Utah, Virginia, and Wisconsin: apply for and obtain a salesperson license within the first two weeks of employment; obtaining the license is a condition 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

• Run the local Carvana hub, including market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing market success.
• Build positive team morale and spirit.
• Help interview, select, onboard, and train Customer Advocates, and provide them with tools, resources, and guidance.
• 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 hands-on work, including washing cars and delivering vehicles to customers.
• Drive production in a fast-paced customer service environment and ensure the market operates effectively.
• Identify and implement ways to improve the customer and Advocate team experience.
• Address and manage complex and sensitive customer-facing issues.
• Work weekends.
• Apply for a salesperson license within the first two weeks of employment if employed in one of the listed states; obtaining the license is 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed