Team Lead, Market Operations

Carvana • Akron, NY

3d

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. This role combines daily operational leadership with assessing business trends and proactively addressing potential roadblocks, while managing the employee and customer experience.

The Team Lead leads, mentors, and develops Customer Advocates; helps recruit and onboard team members; and provides feedback, performance check-ins, goals, and recognition. The role also involves monitoring and presenting reports to upper management, supporting team members directly in operational tasks such as washing and delivering cars, driving production, improving customer and employee experiences, and managing complex customer-facing issues.

The position requires working outdoors and performing sustained physical activity, including walking, standing, lifting, carrying, pushing, and pulling items up to 50 pounds, as well as frequent driving. Weekend work is required. Employees in certain listed states must apply for a salesperson license within the first two weeks of employment; obtaining the license is a condition of employment. Hiring is contingent on passing a background check, and the role is not eligible for visa sponsorship. Reasonable accommodations are available for employees with disabilities.

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 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, and squat.
• Ability to 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 with customers and exchange accurate information.
• 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.

Nice To Haves

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

Responsibilities

• Run a local Carvana hub, overseeing market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing market success.
• Help interview, select, onboard, and train Customer Advocates, providing the tools, resources, and guidance needed for success.
• Develop Customer Advocates through feedback, performance check-ins, and goals to improve performance and skills.
• Recognize individual and team accomplishments using organizational programs and other effective recognition methods.
• Generate and monitor regular reports and present information to upper management.
• Serve as an expert and hands-on resource for the team, including helping wash cars and delivering cars to customers when needed.
• Drive production in a fast-paced customer service environment and keep market operations running effectively.
• Look for ways to improve the customer and Advocate team experience.
• Address and manage complex and sensitive customer-facing issues.
• Maintain a positive team environment and build morale and spirit.
• Work weekends.
• Obtain a salesperson license within the first two weeks of employment if employed in a state listed in the posting.

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.
• Culture of promotions from within and opportunities for career development.

What This Job Offers

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