Carvana - Charlotte, NC
posted about 1 month ago
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.
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.
- 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 and present to upper management.
- Be the go to expert for your team and jump in alongside an Advocate to wash cars or deliver cars to customers.
- 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.
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.
Nice-to-haves
- Bachelor's Degree
- Experience with Salesforce or Tableau
- An analytical mind
- Experience handling logistics
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
