Market Operations Lead

About Carvana

At Carvana, we sell cars, but we are not salespeople. Our mission is to create a hassle-free way for people to buy and sell cars, addressing the headaches associated with traditional car buying. We prioritize customer satisfaction and have engineered a no-pressure, no-haggle online car buying experience that saves customers time and money. Customers can explore thousands of vehicles online and see full 360-degree views of interiors and exteriors before making any purchasing decisions. Our Customer Advocates either deliver purchased vehicles directly to customers' driveways using our innovative one-car haulers or meet them at our unique coin-operated Vending Machines.

The Market Operations department embodies teamwork in a fast-paced environment. We seek individuals who are eager to roll up their sleeves, mentor and develop team members, and take on multiple projects while contributing their unique perspectives to our diversity.

About the Position

The Market Operations Lead plays a crucial role in managing the local Carvana hub, including market launches, operations, logistics, consumer branding, team engagement, and the ongoing success of our market. We are searching for a visionary leader who can balance daily operations with enhancing both employee and customer experiences. A successful candidate excels in identifying business trends and proactively addressing potential hurdles while nurturing a culture of development among Customer Advocates.

Key Responsibilities

• Maintain a positive atmosphere in the market, boosting team morale and spirit.
• Assist in interviewing, selecting, onboarding, and training Customer Advocates, ensuring they have the necessary tools and resources for success.
• Provide constructive feedback, conduct performance check-ins, and set goals for the development of Customer Advocates.
• Recognize and celebrate both individual and team achievements through various acknowledgement methods.
• Generate and present regular performance reports to upper management.
• Act as a hands-on expert for the team, ready to assist with tasks such as washing cars or delivering vehicles while providing exceptional customer service.
• Drive performance in a fast-paced customer service setting to ensure efficient market operations.
• Continuously seek improvements for both customer and team experience.
• Effectively manage complex customer-related issues.

Preferred Qualifications

• 5+ years of experience in a customer-facing team role.
• 3+ years of management experience.
• Proven ability to develop and coach staff.
• Experience in strategic planning, process enhancement, and guiding teams to surpass objectives.
• Strong interpersonal and leadership skills.
• Problem-solving ability with a focus on customer satisfaction.
• Flexibility to work on weekends.
• Energetic and enthusiastic attitude suitable for a rapidly growing startup culture.

Additional Desirable Skills

• Bachelor's Degree.
• Familiarity with Salesforce or Tableau.
• Analytical mindset.
• Experience in logistics management.

What We Offer

• Full-Time Salary Position.
• Comprehensive Medical, Dental, and Vision benefits.
• 401K plan with company match.
• Unique perks such as assistance with student loans, vehicle discounts, and benefits for pets.
• A robust wellness program to support mental and physical well-being.
• Opportunities for skill expansion and knowledge sharing across the organization.
• A culture that promotes from within, encouraging varied and rapid career growth.
• A position within one of the fastest-growing companies in the country.

Requirements

• Must be proficient in reading, writing, and speaking English.
• Ability to stand, walk, and engage in physical activities for extended periods (8+ hours).
• Capability for various movements, including reaching, twisting, kneeling, and lifting.
• Able to carry items weighing up to 50 lbs.
• Frequent driving requires excellent visual coordination and manual dexterity.
• Willingness to work outdoors in varying weather conditions.
• Capacity to maintain stationary positions for up to 3 hours when driving.
• Effective communication skills are necessary to interact with customers accurately.

Carvana is committed to providing reasonable accommodations for individuals with disabilities to perform essential job functions.

Legal Notice

Hiring is contingent upon successful completion of a background check. This position is not eligible for visa sponsorship. Carvana is an equal opportunity employer, considering applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information. We also prohibit harassment based on any of these protected categories. This job description does not constitute an exhaustive list of all activities, duties, or responsibilities required for this role and may change at any time without notice.