Lead, Market Operations & Customer Experience

Carvana; Trenton (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) with company match

Student loan repayment assistance

Vehicle discounts

Pet benefits

Wellness program

Job summary

Carvana seeks a Team Lead to run the local Market Operations hub, overseeing launch, operations, logistics, branding, and team engagement to ensure ongoing market success. You will manage Customer Advocates, set development goals, and deliver a superior customer experience in a fast-paced environment.

The role requires 5+ years in a customer-facing team setting, 3+ years of management, and a track record of coaching employees.

Qualifications

• 5+ years of experience in a customer-facing team environment.
• 3+ years of management experience.
• 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 with varying complexity while maintaining focus on the customer experience.
• Willingness to work on weekends.

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 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.

Skills

5+ years experience

3+ years management

developing employees

strategic planning

process improvement

leadership

customer experience

weekend work

start-up mindset

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Job description

Carvana seeks a Team Lead to run the local Market Operations hub, overseeing launch, operations, logistics, branding, and team engagement to ensure ongoing market success. You will manage Customer Advocates, set development goals, and deliver a superior customer experience in a fast-paced environment.

The role requires 5+ years in a customer-facing team setting, 3+ years of management, and a track record of coaching employees.