Market Operations Team Lead — Drive Customer Experience

Carvana; Colonial Heights (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

401K with company match

Student loan payments perks

Wellness program

Career development opportunities

Promotions from within

Fast-growing startup culture

Job summary

Carvana is seeking a Team Lead for the Market Operations hub to lead local execution, including market launch, operations, logistics, and customer branding. You will manage a team of Customer Advocates, drive performance, and shape customer experience while collaborating with leadership.

The role emphasizes people leadership, strategic planning, and continuous improvement in a fast-growing start-up environment, with weekend work and a strong focus on customer satisfaction.

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.
• 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.

Skills

People leadership

Customer focus

Strategic planning

Coaching

Communication

Weekend work

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Job description

Carvana is seeking a Team Lead for the Market Operations hub to lead local execution, including market launch, operations, logistics, and customer branding. You will manage a team of Customer Advocates, drive performance, and shape customer experience while collaborating with leadership.

The role emphasizes people leadership, strategic planning, and continuous improvement in a fast-growing start-up environment, with weekend work and a strong focus on customer satisfaction.