Market Operations Team Lead: Drive Ops & Customer Experience

Carvana; Buffalo (NY); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

401K with company match

Career development opportunities

Startup-style growth environment

Job summary

Carvana’s Market Operation hub leads local operations, launches, logistics, and customer branding. The Team Lead will oversee a team of Customer Advocates, shape strategy, and ensure ongoing market success. They will develop talent, manage performance, and align efforts with company goals.

The role emphasizes strong people leadership, cross-functional collaboration, and a data-driven approach to improve customer experience and market results. Weekend work is required.

Qualifications

• 5+ years in customer-facing team environment
• 3+ years of management experience
• Proven history of developing and coaching employees
• Experience with strategic planning and process improvement
• Excellent interpersonal and leadership skills
• Ability to diagnose and solve problems while keeping customer experience in focus
• Willingness to work on weekends

Responsibilities

• Be a continuous positive force within the market and create strong morale and spirit throughout the team
• Interview, select, onboard and train a team of Customer Advocates and provide tools for success
• Develop team performance through feedback, check-ins and goal setting
• Recognize and reinforce individual and team accomplishments using organizational tools
• Generate and monitor regular reports for upper management
• Jump in alongside an Advocate to deliver cars and ensure stellar customer experience
• Drive production in a fast-paced customer service environment
• Identify ways to improve customer and Advocate experiences
• Address and manage complex customer-facing issues

Skills

People leadership

Interview & training

Performance feedback

Goal setting

Customer experience

Problem solving

Willingness to work weekends

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Job description

Carvana’s Market Operation hub leads local operations, launches, logistics, and customer branding. The Team Lead will oversee a team of Customer Advocates, shape strategy, and ensure ongoing market success. They will develop talent, manage performance, and align efforts with company goals.

The role emphasizes strong people leadership, cross-functional collaboration, and a data-driven approach to improve customer experience and market results. Weekend work is required.