Market Operations Lead — Customer Experience & Ops

Carvana; Colonial Heights (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with company match

Student loan payments

Vehicle discounts

Pet benefits

Wellness program

Career development

Job summary

Carvana in Virginia is seeking a Team Lead for Market Operations to run the local hub, oversee launch, operations, logistics, and customer experience. You will lead a team of Customer Advocates, shape strategy, and partner with leaders to drive market success.

The role requires strong people leadership, a track record of coaching employees, and the ability to translate business trends into proactive solutions. Weekend availability is expected in this dynamic startup environment.

Qualifications

• 5+ years work 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.
• Willingness to work on weekends.
• Enthusiasm and energy to contribute to a rapidly growing startup atmosphere.

Responsibilities

• Interview, select, onboard and train a team of Customer Advocates with the necessary tools and guidance.
• Develop and coach the Customer Advocate team through feedback, performance checks and goal setting.
• Recognize and reinforce individual and team accomplishments using organizational tools and new methods.
• Generate and present regular performance reports to upper management.
• Be the go-to expert to support the team and deliver a stellar customer experience.
• Drive production in a fast-paced customer service environment and keep operations efficient.
• Identify opportunities to improve the overall customer and Advocate experience.
• Address and manage complex, sensitive customer-facing issues.

Skills

Team leadership

Customer service

People management

Strategic planning

Process improvement

Coaching

Weekend availability

Education

Bachelor's Degree

Tools

Salesforce

Tableau

Job description

Carvana in Virginia is seeking a Team Lead for Market Operations to run the local hub, oversee launch, operations, logistics, and customer experience. You will lead a team of Customer Advocates, shape strategy, and partner with leaders to drive market success.

The role requires strong people leadership, a track record of coaching employees, and the ability to translate business trends into proactive solutions. Weekend availability is expected in this dynamic startup environment.