Market Operations Team Lead - Customer Experience & Growth

Socket.dev; Rocklin (CA); On-site; USD 71,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Dental and Vision benefits

401K with matching

Student loan assistance

Vehicle discounts

Pet benefits

Wellness program

Career development opportunities

Promotions from within

Job summary

Carvana in California’s Rocklin hub seeks a Team Lead in Market Operations to run the local hub, managing market launch, operations, logistics, and customer experience. You will lead a team of Customer Advocates, drive performance, and translate business trends into proactive solutions.

You’ll hire, onboard, train, and set goals; review regular reports for upper management; and collaborate with leadership to optimize the customer journey.

Qualifications

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

Responsibilities

• Be a continuous positive force within the market and maintain high morale.
• Interview, onboard and train Customer Advocates; provide tools and guidance.
• Develop the team through feedback, performance check-ins, and goal setting.
• Recognize and reinforce accomplishments using organizational tools and new methods.
• Generate and present regular reports to upper management.
• Be the go-to expert; work with Advocates to deliver a stellar customer experience while driving car deliveries.
• Drive production in a fast-paced customer service environment and keep operations efficient.
• Seek ways to improve the customer and Advocate team experience.
• Address and effectively manage complex customer-facing issues.

Skills

Customer-facing teams

People leadership

Strategic mindset

Process improvement

Interpersonal skills

Problem solving

Weekend availability

Adaptability

Education

Bachelor's Degree

Tools

Salesforce

Tableau

Job description

Carvana in California’s Rocklin hub seeks a Team Lead in Market Operations to run the local hub, managing market launch, operations, logistics, and customer experience. You will lead a team of Customer Advocates, drive performance, and translate business trends into proactive solutions.

You’ll hire, onboard, train, and set goals; review regular reports for upper management; and collaborate with leadership to optimize the customer journey.