Operations Team Lead

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.

About the Team and Position

The Team Lead, Customer Care (Sell to Carvana, Verification, Customer Experience) will drive individual development and team success through constructive coaching and results-oriented motivation. We are looking for someone who is passionate about coaching, has knowledge of the Carvana customer experience process (or is able to quickly learn), and is willing to be in the trenches with their team.

What you’ll be doing

• Leading, mentoring, and motivating the team to perform at the highest level. 
• Promote an environment that fosters and ensures all team members meet or exceed all Carvana standards + performance metrics.
• Actively looking for ways to improve the overall customer and employee experience. 
• Implement new processes and revamp old processes to optimize efficiencies. 
• Maintain and produce daily, weekly, and monthly reports of quality metrics and respective targets and goals. 
• Addressing and effectively managing complex and sensitive customer-facing issues. 
• Proactively communicating with leadership regarding business performance, the adverse impact of decisions on the customers, and potential risks to the business.  
• Being a continuous positive force within the office, creating strong morale and spirit throughout the team. 
• Other duties as assigned.

What you should have

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

• 5+ years work experience in a customer-facing team environment
• 3+ years of supervisory/leadership experience 
• College Degree Preferred
• High School Diploma, GED, or equivalent education required.
• Ability to communicate clearly and concisely, both internally and externally.
• Ability to multitask and prioritize effectively.
• Ability to diagnose and resolve complex issues.
• Experience working with all levels of management.
• Strong ability to coach and motivate others.
• Experience with strategic planning and process improvement.
• Successful track record of guiding teams to exceed goals.
• Strong customer relations skills. 
• Excellent interpersonal and leadership skills. 

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

• Experience with Tableau or other reporting tools 
• Ability to work variable schedule(s) as necessary.
• Must be able to read, write, speak, and understand English. 

Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs. 

Other Legal Stuff: 

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship. 

Carvana is an equal employment opportunity employer. All applicants receive consideration for employment 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, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories. 

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.