Team Lead, Market Operations

Carvana • Akron, NY

11h • $65,000 - $70,000

About The Position

Carvana’s Team Lead, Market Operations is responsible for running a local Carvana hub, including market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing market success. The role combines hands-on daily operations with big-picture business assessment and proactive solutions to potential roadblocks. The Team Lead manages the employee and customer experience and works closely with Customer Advocates, providing leadership, vision, coaching, and development opportunities.

The position operates in a fast-paced, team-oriented customer service environment. The Team Lead may work alongside Advocates to wash cars or drive a single-car hauler to deliver vehicles while providing a strong customer experience. The role also involves reporting to upper management, addressing complex customer-facing issues, and improving the experience for customers and team members.

This is a full-time salary position with a stated salary range of $65,000–$70,000. Hiring is contingent on passing a background check, and the role is not eligible for visa sponsorship. Employees in specified states must apply for a Salesperson license within the first two weeks of employment; obtaining the license is a condition of employment. Reasonable accommodations are available for people with disabilities to perform essential job functions.

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 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 or 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.
• Excellent visual activity and manual dexterity for frequent driving.
• Ability to work in outdoor weather conditions.
• Ability to remain in stationary positions 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 the license as 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 spirit and act as a continuous positive force within the market.
• Help interview, select, onboard, and train Customer Advocates, providing 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 work alongside Advocates, including washing cars or driving a single-car hauler to deliver vehicles.
• 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 effectively manage complex and sensitive customer-facing issues.
• Run the local Carvana hub, including market launch, operations, logistics, consumer branding, team engagement, effectiveness, and ongoing market success.

Benefits

• Medical, dental, and vision benefits.
• 401(k) with company match.
• Student loan payments.
• Vehicle discounts.
• 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