Team Lead, Market Operations - Austin, TX

Carvana • Austin, TX

2d

About The Position

The Team Lead, Market Operations runs a local Carvana hub and oversees its market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing success. The role combines hands-on daily operational leadership with assessment of business trends and proactive solutions to potential roadblocks. The Team Lead leads Customer Advocates, supports their development, and manages the employee and customer experience in a fast-paced environment.

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 8 or more hours; reach, twist, kneel, crouch, climb, balance, and 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 and remain in stationary positions while driving for up to 3 hours at a time.
• Frequent communication with customers and ability to exchange accurate information.
• In certain states, 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

• 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 goals that improve performance and skills.
• Recognize individual and team accomplishments using organizational programs and other effective 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 in a single-car hauler.
• Drive production in a fast-paced customer service environment and keep market operations running smoothly.
• Look for ways to improve the customer and Advocate team experience.
• Address and manage complex, sensitive customer-facing issues effectively.
• Build team morale and spirit, and provide vision and development opportunities for Customer Advocates.
• Assess business trends and proactively develop solutions to potential roadblocks.

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.
• 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