Market Operations Team Lead — Customer Experience & Ops

Carvana; Milwaukee (WI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

401K with company match

Student loan payments

Vehicle discounts

Wellness program

Career development opportunities

Job summary

Carvana seeks a Team Lead for Market Operations to run the local hub, oversee launch, operations, logistics, branding, and team engagement, ensuring ongoing success. You will manage employee and customer experience, drive performance, and proactively solve roadblocks in a fast-paced startup-like environment.

You will mentor Customer Advocates, monitor metrics, and work hands-on with the team, including fielding escalated issues to maintain exemplary service levels.

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.
• Ability to diagnose and solve problems with varying complexity while maintaining focus on the customer experience.
• Willingness to work on weekends.
• Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves.

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. Employee development is an essential part of this role.
• 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.

Job description

Carvana seeks a Team Lead for Market Operations to run the local hub, oversee launch, operations, logistics, branding, and team engagement, ensuring ongoing success. You will manage employee and customer experience, drive performance, and proactively solve roadblocks in a fast-paced startup-like environment.

You will mentor Customer Advocates, monitor metrics, and work hands-on with the team, including fielding escalated issues to maintain exemplary service levels.