Market Operations Team Lead — Customer Experience

Carvana; Grimes, Northern (IA, KY); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

401K with company match

Student loan payments assistance

Vehicle discounts

Job summary

Carvana in Grimes, IA, seeks a Team Lead for the Market Operations hub to oversee launch, operations, and logistics, delivering a strong customer experience. You will lead a team of Customer Advocates, drive performance, and partner with leadership to spot trends and implement improvements.

You’ll shape daily operations, coach employees, and ensure consistency in service while scaling growth in a fast-paced start-up environment with opportunities for career development.

Qualifications

• 5+ years in a customer-facing team
• 3+ years in a management role
• Proven history of coaching employees
• Experience with strategic planning and process improvement
• Excellent interpersonal and leadership skills
• Willingness to work on weekends

Responsibilities

• Lead a team of Customer Advocates and drive performance.
• Interview, onboard, and train new team members; provide development tools.
• Develop the team through feedback, performance checks, and goal setting.
• Recognize achievements and communicate results to leadership.
• Generate and present regular operational reports to management.
• Act as go-to expert; assist Advocates and handle customer-facing tasks as needed.
• Drive production in a fast-paced service environment and ensure smooth market operations.
• Identify opportunities to improve customer and Advocate experience.
• Address and manage complex customer issues effectively.

Skills

Team leadership

Customer-facing experience

Strategic planning

Process improvement

Coaching & development

Problem solving

Weekend availability

Leadership communication

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Job description

Carvana in Grimes, IA, seeks a Team Lead for the Market Operations hub to oversee launch, operations, and logistics, delivering a strong customer experience. You will lead a team of Customer Advocates, drive performance, and partner with leadership to spot trends and implement improvements.

You’ll shape daily operations, coach employees, and ensure consistency in service while scaling growth in a fast-paced start-up environment with opportunities for career development.