Team Lead, Market Operations - Raleigh

Carvana • Raleigh, NC

7d

About The Position

The Team Lead, in our Market Operations group, is responsible for running the local Carvana hub and everything that comes with it, including (but not limited to); market launch, operations, logistics, consumer branding, team engagement and effectiveness and, of course, the market’s ongoing success. We are looking for someone who is a big picture thinker with the ability to manage the employee and customer experience. A Team Lead not only crushes daily operations, but they have the savvy to assess business trends and proactively create solutions to potential roadblocks. We need a strong people leader, as a Team Lead works closely with a team of extremely talented Customer Advocates and is responsible for providing vision and development opportunities.

Requirements

• 5+ years work experience in a customer facing team environment
• 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 with 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 as the company evolves
• Must be able to read, write, speak, and understand English.
• The ability to walk/stand and sustain physical activity for extended periods of time (8+ hours).
• Requires high and low levels of movement with the ability to reach with arms, twist, kneel, crouch, climb, balance, and squat.
• Requires the grasping, carrying, lifting, pushing, and pulling of items up to 50lbs.
• Frequent driving requires excellent visual activity and manual dexterity.
• Requires to work in outdoor weather conditions.
• Must be able to stay in stationary positions for extended periods of time (when driving) up to 3 hours at a time.
• Frequently communicates with customers and must be able to exchange accurate information.

Nice To Haves

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

Responsibilities

• Be a continuous positive force within the market and create strong morale and spirit throughout the team.
• Help interview, select, onboard and train a team of Customer Advocates and provide the tools, resources and guidance they need to be successful. Employee development is an essential part of this role.
• Actively develop a team of Customer Advocates by providing feedback, conducting performance check-ins, and setting goals to improve performance and skill set.
• Recognize and reinforce individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative and effective methods of recognition.
• Generate and monitor regular reports like a boss and presenting to upper management … also like a boss.
• Be the go to expert for your team. You’re always ready to jump in alongside an Advocate to wash cars or jump into our kick-ass single-car hauler and deliver cars to our customers while providing a stellar customer experience.
• Drive production in a fast-paced customer service environment and keep every detail of your market operating like a well oiled machine
• Actively look for ways to improve the overall customer and Advocate team experience.
• Address and effectively manage complex and sensitive customer-facing issues.

Benefits

• Full-Time Salary Position
• Medical, Dental, and Vision benefits
• 401K with company match
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
• A great wellness program to keep you healthy and happy both physically and mentally
• Access to opportunities to expand your skillset and share your knowledge with others across the organization
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development
• A seat in one of the fastest-growing companies in the country

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level