Market Operations Team Lead — Growth & Customer Experience

Carvana; New York (NY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

401K with company match

Vehicle discounts

Wellness program

Career development opportunities

Job summary

Carvana seeks a Team Lead for its Market Operations hub to manage the local market launch, operations, logistics, and consumer branding. You will lead a team of Customer Advocates, drive engagement, and ensure a high-quality customer experience while overseeing performance and growth across the market.

You will shape strategy, coach staff, and collaborate with cross-functional teams to deliver results in a fast-growing startup environment.

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.
• Willingness to work on weekends.
• Experience handling logistics (e.g., coordinating operations and deliveries).

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 tools, resources and guidance needed for success.
• Actively develop a team by providing feedback, conducting performance check-ins, and setting goals to improve performance.
• Recognize and reinforce achievements with existing tools and new recognition methods.
• Generate and monitor regular reports and present findings to upper management.
• Be the go-to expert for your team and support Advocates in operational tasks and customer interactions.
• Drive production in a fast-paced customer service environment and keep market operations efficient.
• Identify ways to improve the customer and Advocate experience and address complex issues.

Skills

Customer service

Team leadership

People development

Strategic planning

Process improvement

Interpersonal skills

Weekend availability

Education

Bachelor’s Degree

Tools

Salesforce

Tableau

Job description

Carvana seeks a Team Lead for its Market Operations hub to manage the local market launch, operations, logistics, and consumer branding. You will lead a team of Customer Advocates, drive engagement, and ensure a high-quality customer experience while overseeing performance and growth across the market.

You will shape strategy, coach staff, and collaborate with cross-functional teams to deliver results in a fast-growing startup environment.