Regional 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 putting 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 customers’ 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 Regional Team Lead is responsible for traveling to various markets within the assigned region to develop and coach Title and Registration team members for optimal performance. This role is also responsible for building and maintaining relationships with Market Operations, Titles, and Customer Experience Leaders. We are looking for someone who is passionate about coaching, has knowledge of the Carvana customer experience process, and is willing to be in the trenches with their team. 

What you’ll be doing

• Provide mentoring and accountability to team members and succession planning through appropriate coaching and leadership development.
• Proactively communicate information to team members, providing a clear understanding of expectations, performance measures, and goals.
• Promote an environment that fosters and ensures all specialists meet or exceed all Carvana standards. 
• Work with management to define department goals and objectives to improve the overall customer and employee team experience.
• Builds and grows strong relationships with multiple departments and necessary stakeholders.
• Oversees multiple markets and makes sure staffing meets that demand.
• Partnering with the Regulatory Legal Team to develop strategic plans, goals, and objectives, ensuring alignment with local and state guidelines.
• Identify, implement, and revamp processes to optimize efficiencies.
• Assist with interviewing, selecting, and onboarding a team of Specialists.
• Address and effectively manage complex and sensitive customer-facing issues.
• Proactively communicating with leadership regarding business performance, the impact of decisions on customers, and potential risks to the business.
• Be a continuous positive force within the office, creating strong morale and spirit throughout the team. Embody Carvana's culture and values while holding teams accountable with fairness and consistency.
• Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals.
• 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.

• A Bachelor’s degree from an accredited undergraduate institution. 
• 5+ years work experience in a customer-facing team environment.
• 3+ years of management experience. 
• Must have a valid Driver’s License with a clean driving record for the past 3 years
• Ability to pass a drug screen and background check.
• A strong sense of urgency with the ability to improve operational efficiency.
• Experience with strategic planning and process improvement.
• Ability to work in an office environment, with extensive use of computers.
• Ability to communicate and interact with others effectively in a professional and courteous manner.
• Ability to communicate clearly and concisely, both written and oral.
• Demonstrated ability to grasp technical and complex concepts and clearly explain them to others.
• Excellent problem-solving skills with the ability to think outside the box.
• Strong project management skills.
• Ability to work variable schedule(s) as necessary.  
• Requires travel on a quarterly basis.

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.
• Ability to perform the job safely.

• Pass an MVR driving background check.

• 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.