Market Operations Team Lead: Customer Experience

Carvana; Bessemer, Northern (AL, KY); Hybrid; USD 54,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K with company match

Student loan payments

Job summary

Carvana is seeking a Team Lead for Market Operations to run the local hub, oversee launches, operations, logistics, and consumer branding, and lead a team of Customer Advocates to deliver an exceptional customer experience.

The role requires 5+ years in customer-facing roles and 3+ years in management, with strong leadership, strategic planning, and problem-solving abilities. Weekend availability is expected as part of a fast-growing 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.
• 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 in a rapidly growing start-up atmosphere.

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 tools, resources and guidance for success.
• Actively develop a team of Customer Advocates by providing feedback, conducting performance check-ins, and setting goals to improve performance.
• Recognize and reinforce individual and team accomplishments using organizational tools and new methods of recognition.
• Generate and monitor regular reports and present to upper management.
• Be the go-to expert for your team and support Advocates in delivering a stellar customer experience.
• Drive production in a fast-paced customer service environment and keep operations efficient.
• Identify ways to improve customer and Advocate team experience.
• Address and manage complex customer-facing issues.

Skills

People leadership

Customer service

Strategic planning

Process improvement

Communication

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Job description

Carvana is seeking a Team Lead for Market Operations to run the local hub, oversee launches, operations, logistics, and consumer branding, and lead a team of Customer Advocates to deliver an exceptional customer experience.

The role requires 5+ years in customer-facing roles and 3+ years in management, with strong leadership, strategic planning, and problem-solving abilities. Weekend availability is expected as part of a fast-growing startup environment.