Manager, Customer Care

About Carvana

Our mission is simple, we are changing the way people buy cars. We are the first 100% online car-buying experience, which means we have no sales team and no commission-based positions within our company. We are completely disrupting the auto industry by removing the painful process of the dealership experience and replacing it with a seamless and convenient online platform. Here at Carvana we are passionate about delivering exceptional service to every customer! After purchasing a vehicle online, the customer can choose to have that vehicle delivered straight to their doorstep, or if they live near one of our awesome vending machines they can pick it up there. One of our customer advocates will meet them with a BIG coin so they can experience our unique way of receiving their vehicle!

We have taken steps to support the health and well-being of current and potential employees. Our interview process is hosted virtually and our training programs will soon be delivered in our Tempe Corporate office. **Must live within the Phoenix, Arizona metropolitan area**

About the team and position

The Manager, Customer Care is a strong people leader who has the ability to balance the short and long term while thinking strategically and executing at a tactical level. We are looking for someone who is a self-starter and a collaborative leader who is passionate about coaching and developing leaders, and holds a strong passion for the customer experience. The Customer Care Manager will drive results, make critical decisions for the business, and uphold our Principles-based culture.

What you'll be doing

  • Leading and managing a team of expert-level Team Leads; providing guidance, training, and motivation
  • Driving production in a fast-paced customer service environment
  • Help recruit, select, onboard, train, and coach new hires
  • Develop and implement improvements to processes and operations
  • Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals
  • Drive a high performance culture through accountability, consistency, and performance management
  • Using critical thinking and problem solving skills to accomplish goals within tight deadlines
  • Making critical decisions with widespread impact to the business, keeping our employees and customer experience at top priority
  • Proactively communicate with senior leaders regarding business performance, adverse 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 Advocate team
  • Other duties as assigned.

What you should have

  • HS Diploma/GED equivalent required
  • Bachelor's degree from an accredited undergraduate institution
  • 7+ years leadership experience in a customer-facing team environment
  • 4+ years of experience managing other People Leaders
  • A strong sense of urgency; ability to meet deadlines and drive results
  • Prior experience in building operational frameworks from the ground up
  • Experience in exploring different perspectives and approaches; being innovative and creative in solving problems
  • Enthusiasm and passion for a rapidly growing start-up atmosphere where roles continually adapt and evolve
  • Proven history of developing and coaching employees
  • Experience with strategic planning and process improvement
  • Demonstrated ability in grasping technical and complex concepts and clearly explaining them to others
  • Strong project management skills
  • Excellent interpersonal communication and leadership skills
  • Willingness to work on weekends

What we'll offer in return

  • Full-Time Salary Position with competitive salary
  • 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 skill set 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.

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.

Salary Range
$31,000.00 - 71,000.00
per Year
Salary range estimated by
Tempe, AZ 85285, US
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