Team Lead, Market Operations - Washington DC | Dulles VM

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 expect 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.

Position Overview:

This position is responsible for creating, auditing, and processing customer paperwork to timely and accurately register a vehicle. This position is not eligible for visa sponsorship.

What You’ll Be Doing

• Participate in the development of strategic plans, goals, and objectives, ensuring alignment with those of Market Operations and company.
• Work with senior management to define documentation accuracy goals and objectives.
• Manage and appraise the accuracy and completeness of all customer paperwork within the hub, determining and directing corrective action as needed.
• Define and implement paperwork best practices to ensure compliance with applicable regulatory standards.
• Continuously evaluate team effectiveness and hub level success in fields of paperwork accuracy and overall customer satisfaction.
• Provide guidance and performance feedback to Paperwork Specialists, Customer Advocates, and market leadership to ensure effective paperwork procedures are in place.
• Assess any process gaps and problem solve solutions efficiently, utilizing expertise and leveraging cross-functional teams.
• Assist with customers as needed via phone, email, and text to obtain information necessary to accurately complete customer paperwork and vehicle titling and registration.
• Partner with the Regulatory Compliance team to create and maintain compliance best practices within your hub. Track regulatory compliance success to determine and implement training requirements.
• Work closely with local regulatory agencies and/or partners to receive, generate, and submit paperwork in compliance with local requirement