Market Operations Team Lead: Customer Experience & Growth

Carvana; New Jersey; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401K with company match

Student loan payments assistance

Vehicle discounts

Job summary

Carvana is seeking a Team Lead for Market Operations in New Jersey to manage the hub, drive market launch, operations, logistics, and customer branding. You will lead a team of Customer Advocates, oversee performance, and partner with leadership to solve complex customer issues while keeping a high standard of service.

You will interview, onboard, and develop staff, monitor metrics, and ensure smooth day-to-day market operations in a fast-paced startup environment. Weekend work may be required.

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.

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

Customer service

People leadership

Coaching

Strategic planning

Process improvement

Team development

Communication

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Job description

Carvana is seeking a Team Lead for Market Operations in New Jersey to manage the hub, drive market launch, operations, logistics, and customer branding. You will lead a team of Customer Advocates, oversee performance, and partner with leadership to solve complex customer issues while keeping a high standard of service.

You will interview, onboard, and develop staff, monitor metrics, and ensure smooth day-to-day market operations in a fast-paced startup environment. Weekend work may be required.