Team Lead, Market Operations - Austin, TX

Carvana•Austin, TX

About The Position

The Team Lead in Carvana’s Market Operations group is responsible for running a local Carvana hub, including market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing market success. This role combines daily operational leadership with assessment of business trends and proactive problem-solving to remove potential roadblocks. The Team Lead manages the employee and customer experience and provides vision, coaching, and development opportunities to a team of Customer Advocates. The position is based in a fast-paced, team-oriented environment where employees may take on additional responsibilities and adapt as the company evolves. The Team Lead may work alongside Advocates to wash cars or deliver vehicles to customers. The role requires extended periods of standing and physical activity, frequent driving, outdoor work, and the ability to handle items weighing up to 50 pounds. Weekend work is required. The role is not eligible for visa sponsorship, and hiring is contingent on passing a background check.

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.
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 8 or more hours; reach, twist, kneel, crouch, climb, balance, squat, and grasp, carry, lift, push, and pull items up to 50 pounds.
Frequent driving requires excellent visual activity and manual dexterity; ability to remain in a stationary position while driving for up to 3 hours at a time.
Ability to work in outdoor weather conditions and frequently communicate and exchange accurate information with customers.
In specified states, apply for and obtain 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

Build positive morale and team spirit within the market.
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 and reinforce individual and team accomplishments using organizational programs and other effective approaches.
Generate and monitor regular reports and present them to upper management.
Serve as an expert and resource for the team, working alongside Advocates to wash cars or deliver vehicles when needed while providing a strong customer experience.
Drive production in a fast-paced customer service environment and maintain effective market operations.
Identify ways to improve the customer and Advocate team experience.
Address and manage complex and sensitive customer-facing issues.
Oversee local hub responsibilities, including market launch, operations, logistics, consumer branding, team engagement, and market success.

Benefits

Medical, dental, and vision benefits.
401(k) with company match.
Perks including student loan payments, vehicle discounts, and pet benefits.
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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume