Team Lead, Market Operations

Carvana • Tulsa, OK

2d

About The Position

Carvana’s Market Operations department is a team-oriented, fast-paced environment where team members take initiative, support one another, mentor colleagues, and adapt to changing responsibilities. The Team Lead runs a local Carvana hub and oversees its market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing success. This role requires balancing the employee and customer experience, managing daily operations, assessing business trends, and proactively addressing potential obstacles.

The Team Lead leads and develops a team of Customer Advocates, providing vision, feedback, performance check-ins, goals, and development opportunities. The role also supports hiring, onboarding, and training; monitors and presents reports to upper management; drives production and customer service; handles complex customer issues; and works alongside Advocates on tasks such as washing and delivering cars. The position requires outdoor work, driving, and the physical activities described in the job requirements.

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 startup 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 with arms, 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 in a stationary position while driving for up to 3 hours at a time.
• Ability to communicate frequently with customers and exchange accurate information.
• Employees in California, Colorado, Kentucky, Louisiana, Maryland, Nevada, Oklahoma, Tennessee, Utah, Virginia, and Wisconsin must apply for a Salesperson license within the first two weeks of employment; obtaining the license is a condition of employment.
• Must pass a complete background check.
• Not eligible for visa sponsorship.

Nice To Haves

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

Responsibilities

• Create positive morale and team spirit in the market.
• Help interview, select, onboard, and train Customer Advocates, and provide the tools, resources, and guidance they need.
• Develop Customer Advocates through feedback, performance check-ins, and goals to improve performance and skills.
• Recognize and reinforce individual and team accomplishments using organizational programs and creative methods.
• Generate and monitor regular reports and present them to upper management.
• Serve as the team’s go-to expert and work alongside Advocates, including washing cars and delivering cars to customers.
• Drive production in a fast-paced customer service environment and keep market operations running effectively.
• Seek ways to improve the customer and Advocate team experience.
• Address and effectively manage complex and sensitive customer-facing issues.
• Run the local hub, including market launch, operations, logistics, consumer branding, team engagement and effectiveness, and the market’s ongoing success.
• Assess business trends and proactively create solutions to potential roadblocks.

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.

What This Job Offers

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