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Practising for the listing Team Lead, Market Operations - Houston - Spring VM, TX. Its requirements are filled in below. When you have an answer you like, paste it with your CV in Career Mirror to see which of the job's skills it shows.

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Team Lead, Market Operations - Houston - Spring VM, TX
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 able to read, write, speak, and understand English.

• The ability to walk/stand and sustain physical activity for extended periods of time (8+ hours).

• Requires high and low levels of movement with the ability to reach with arms, twist, kneel, crouch, climb, balance, and squat.

• Requires the grasping, carrying, lifting, pushing, and pulling of items up to 50lbs.

• Frequent driving requires excellent visual activity and manual dexterity.

• Requires to work in outdoor weather conditions.

• Must be able to stay in stationary positions for extended periods of time (when driving) up to 3 hours at a time.

• Frequently communicates with customers and must be able to exchange accurate information

* California, Colorado, Kentucky, Louisiana, Maryland, Nevada, Oklahoma, Tennessee, Utah, Virginia and Wisconsin employees must apply for a Salesperson license within the first two weeks of employment (process sponsored by Carvana). Obtaining this license is a condition of employment; failure to secure it may impact continued employment in this role.

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

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.

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Requirements found

Marketing Logistics Training (must) Onboarding (must) Customer Service Tableau Salesforce Writing (must)

What this posting asks for

Level: Lead / staff — The title says "Lead".

Main responsibilities

Help interview, select, onboard and train a team of Customer Advocates and provide the tools, resources and guidance they need to be successful.
Drive production in a fast-paced customer service environment and keep every detail of your market operating like a well oiled machine

Competencies an interviewer will look for

Leadership and mentoring Core
In the posting: “We hire bright people who are willing to roll up their sleeves, step in wherever needed, mentor and develop team members, and assume additional responsibilit…” · “Proven history of developing and coaching employees” · “Excellent interpersonal and leadership skills”
Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
Customer focus Core
In the posting: “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 …” · “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 …” · “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…”
Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
Planning and organisation Core
In the posting: “Carvana’s Market Operation department is known for its team-oriented, fast-paced environment.” · “Recognize and reinforce individual and team accomplishments by using existing organizational tools and programs as well as by finding new, creative and effec…” · “Drive production in a fast-paced customer service environment and keep every detail of your market operating like a well oiled machine”
Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
Problem solving Supporting
In the posting: “Ability to diagnose and solve problems with varying complexity while maintaining focus on the customer experience”
Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
Communication Supporting
In the posting: “Frequently communicates with customers and must be able to exchange accurate information”
Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
Adaptability and learning Supporting
In the posting: “Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves”
Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.
Attention to detail and quality Supporting
In the posting: “Frequently communicates with customers and must be able to exchange accurate information”
Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.

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Practice questions

Tell me about yourself. Dedicated step-by-step practice.
If an interviewer asks something improper How to respond to questions about age, family, origin or health.
Built from this posting (8):
Tell me about a time you helped someone on your team get better at their work. From this posting
Describe a time you went out of your way to solve a customer's problem. From this posting
You have three urgent tasks due today and time to finish only two. How do you decide? From this posting
How have you used training in your work? Walk me through one real example. From this posting
Tell me about a problem you solved using onboarding. From this posting
Tell me about a difficult problem you solved at work. How did you find the cause? From this posting
Tell me about a time you had to explain something complex to someone outside your field. From this posting
Describe a time your plans changed suddenly. How did you adjust? From this posting
A customer is angry about a delay you did not cause. What do you do?
Tell me about a time a shipment or delivery went wrong.
How do you keep your pipeline organised?
Describe a time you handled an upset customer or colleague.
Tell me about a time you had several deadlines at once. How did you decide what to do first?
Give an example of a mistake you caught before it caused a problem.
Tell me about a time you taught someone how to do something.
Describe a time you took the lead without being asked.
Tell me about a time you had to explain something complicated in simple terms.
Describe a process you improved.
Do you have any questions for us?
Why do you want to work here?
Why is there a gap in your employment? Difficult question
Why did you leave your last job? Difficult question
Why are you changing careers? Difficult question
What is your greatest weakness? Difficult question
What are your salary expectations? Difficult question
You seem overqualified for this role. Why do you want it? Difficult question
Improper-question practice: How old are you? / Do you have children? / Where are you from originally?
How do you keep track of many open customer requests?
Tell me about a time you could not give a customer what they wanted.
You find that the inventory count does not match the system. What do you do?
How do you make sure safety rules are followed on a busy shift?
Two managers ask you to book the same room at the same time. What do you do?
How have you used spreadsheets in your work?
Tell me about a time you had to enter or check a lot of data accurately.
Tell me about a sale or agreement you are proud of.
A prospect says your price is too high. How do you respond?
Tell me about a technical problem you solved on your own.
You find a bug right before a release. What do you do?
Walk me through how you would check whether a report's numbers are right.