Team Lead, Market Operations - Scranton PA

carvana; Scranton (Lackawanna County); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K with company match

Employee discounts

Job summary

Carvana's Market Operation team is seeking a Team Lead to run the local Carvana hub, overseeing launch, operations, logistics, consumer branding, team engagement and effectiveness, and the market's ongoing success. You will manage the employee and customer experience with a big-picture mindset.

You will lead a team of Customer Advocates, drive performance, develop talent, and partner with leadership to translate market trends into proactive solutions while maintaining a high standard of service.

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

Customer advocacy

People management

Performance coaching

Strategic planning

Problem solving

Education

Bachelor's Degree

Tools

Salesforce

Tableau

Job description

About Carvana

At Carvana, we sell cars, but we are not salespeople. We have made it our mission to create a hassle‑free way for people to buy and sell cars. We saw a huge problem with how much of a headache it is to buy a car the traditional way, so we committed ourselves to put customer satisfaction at the core of our business, we have built a no-pressure, no-haggle online car buying experience that saves our customers time and money. Customers can search through thousands of vehicles online, see full 360‑degree views of both the interior and exterior of the vehicles before deciding to go through the purchasing process. Our Customer Advocates will then either deliver the purchased vehicle to our customer's driveway using one of our kick‑ass one car haulers, or they will meet our customers at one of our amazing coin‑operated Vending Machines.

For more information on Carvana and our mission, sneak a peek at our company introduction video.

About the team and position

Carvana's Market Operation department is known for its team‑oriented, fast‑paced environment. We hire bright people who are willing to roll up their sleeves, step in wherever needed, mentor and develop team members, and assume additional responsibilities as needed while juggling multiple projects. Don't forget to bring your personality! We thrive from each unique perspective. Our strength is in our diversity of opinions.

Job Description

The Team Lead, in our Market Operations group, is responsible for running the local Carvana hub and everything that comes with it, including (but not limited to); market launch, operations, logistics, consumer branding, team engagement and effectiveness and, of course, the market's ongoing success. We are looking for someone who is a big picture thinker with the ability to manage the employee and customer experience. A Team Lead not only crushes daily operations, but they have the savvy to assess business trends and proactively create solutions to potential roadblocks. We need a strong people leader, as a Team Lead works closely with a team of extremely talented Customer Advocates and is responsible for providing vision and development opportunities.

What you'll be Doing

• 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.

What you should have

• 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

It would be great if you also had

• Bachelor's Degree


• Experience with Salesforce or Tableau


• An analytical mind


• Experience handling logistics

What we'll offer in return

• Full‑Time Salary Position


• Medical, Dental, and Vision benefits


• 401K with company match


• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more


• A great wellness program to keep you healthy and happy both physically and mentally


• Access to opportunities to expand your skillset and share your knowledge with others across the organization


• A company culture of promotions from within, with a start‑up atmosphere allowing for varied and rapid career development


• A seat in one of the fastest‑growing companies in the country

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you.

Must be