Team Lead, Market Operations

Carvana•Birmingham, AL

About The Position

The Team Lead in Carvana’s Market Operations group runs a local Carvana hub and is responsible for its market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing success. The role combines oversight of daily operations with strategic assessment of business trends and proactive solutions to potential roadblocks. The Team Lead leads, develops, and supports a team of Customer Advocates, providing vision, coaching, feedback, performance check-ins, goals, and development opportunities. The role also drives production in a fast-paced customer service environment, monitors and presents regular reports to upper management, handles complex customer-facing issues, and works alongside Advocates—including washing and delivering cars—to ensure a strong customer experience. The position requires weekend availability and physical activity in outdoor conditions, including frequent driving.

Requirements

5 or more years of work experience in a customer-facing team environment.
3 or more 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 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, 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.
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.

Nice To Haves

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

Responsibilities

Create strong team morale and serve as a continuous positive force 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 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 go-to expert for the team and work alongside 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.
Run the local Carvana hub, including market launch, operations, logistics, consumer branding, team engagement and effectiveness, 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.
A culture of promotions from within, with opportunities for varied and rapid career development.

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