Team Lead, Market Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage in the formulation of strategic plans, objectives, and goals, ensuring they align with those of Market Operations and the broader company.

• Collaborate with senior management to establish targets for documentation accuracy and objectives.

• Oversee and evaluate the completeness and accuracy of all customer documentation within the hub, identifying and directing necessary corrective actions.

• Develop and implement best practices for paperwork to ensure compliance with relevant regulatory standards.

• Regularly assess team effectiveness and hub-level performance regarding paperwork accuracy and overall customer satisfaction.

• Offer guidance and performance evaluations to Paperwork Specialists, Customer Advocates, and market leadership to ensure efficient paperwork procedures are maintained.

• Identify process gaps and devise efficient solutions, utilizing expertise and collaborating with cross-functional teams.

• Support customers as needed through phone, email, and text to gather information essential for the accurate completion of customer paperwork and vehicle titling and registration.

• Collaborate with the Regulatory Compliance team to establish and uphold compliance best practices within your hub. Monitor regulatory compliance achievements to identify and implement necessary training.

• Work closely with local regulatory agencies and/or partners to receive, generate, and submit paperwork that meets local requirements.

• Foster a work environment that promotes positive communication, team cohesion, and adherence to Carvana’s Values.

⛳️ Requirements

• Bachelor’s degree or 5+ years of experience in document processing, including medical billing, paralegal work, or a related field, is required.

• Proven ability to effectively lead a team while fostering a culture of accountability and growth.

• Skilled in coaching performance for both direct reports and peers.

• Capability to obtain and maintain Notary status in your local jurisdiction within the first 90 days of employment.

• Proficient in managing, organizing, and reconciling multiple information sources with precision.

• Ability to diagnose, prioritize, and resolve problems of varying complexity while focusing on team engagement and customer relations.

• Excellent communication skills to interact effectively with customers, external partners, managers, direct reports, and coworkers in a professional and courteous manner.

• Strong multitasking abilities and effective management of priorities.

• Self-sufficient with the ability to work independently with minimal supervision to achieve goals, meet deadlines, and develop solutions.

• Proficient in computer literacy and accurate data entry.

• Flexibility to work variable schedules, including weekends, as required.

• Must be at least 18 years old and possess a valid driver’s license.

• Clean driving record with no DUIs and no more than two moving violations in the past three years.

🏝️ Benefits

• Medical, Dental, and Vision benefits.

• 401K plan with company matching.

• A variety of perks including student loan payments, vehicle discounts, pet benefits, and much more.

• A comprehensive wellness program to ensure your physical and mental well-being.

• Access to opportunities for skill enhancement and sharing knowledge across the organization.

• A company culture that promotes internal promotions, offering a start-up environment conducive to diverse and rapid career advancement.

• A position at one of the fastest-growing companies in the country.