Market Operations Team Lead: Customer Experience & Growth

Carvana; Trenton (OH); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental and Vision

401K

Vehicle discounts

Student loan support

Wellness program

Career development

Promotions from within

Pet benefits

Job summary

Carvana is seeking a Team Lead for its Market Operations hub to drive day-to-day operations, launch markets, and supervise Customer Advocates. You will manage the employee and customer experience, analyze trends, and proactively remove roadblocks to ensure market success.

You will lead a high-energy team, provide coaching, and deliver top-tier service in a fast-paced environment while reporting to leadership and driving continuous improvement across processes.

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.

Responsibilities

• Lead and develop a team of Customer Advocates to deliver a stellar customer experience.
• Interview, onboard, and train team members; provide tools and guidance for success.
• Set goals, monitor performance, and recognize achievements and improvements.
• Drive market operations, logistics, and consumer branding for the hub.
• Produce regular reports for upper management and act as a go-to expert for the team.
• Collaborate with stakeholders to optimize customer and Advocate experiences.
• Support weekend operations and maintain smooth market activity.

Skills

Customer leadership

People management

Operations management

Strategic planning

Excellent communication

Weekend availability

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Job description

Carvana is seeking a Team Lead for its Market Operations hub to drive day-to-day operations, launch markets, and supervise Customer Advocates. You will manage the employee and customer experience, analyze trends, and proactively remove roadblocks to ensure market success.

You will lead a high-energy team, provide coaching, and deliver top-tier service in a fast-paced environment while reporting to leadership and driving continuous improvement across processes.