Team Lead, Registration

About the Team and Position

The Team Lead, Registration will drive individual development and team success through constructive coaching and results-oriented motivation. This individual will work closely cross-functionally to ensure that our Registration team performs to the best of their ability. Specific to Executive Resolution Registration, this individual marshals and leverages resources and stakeholders to reduce regulatory risk for Carvana by deep diving individual customer accounts, problem solving, and finalizing the best solutions for our customers. 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

• Leading, mentoring, and motivating the Registration team to perform at the highest level.
• Promote an environment that fosters and ensures all Specialists meet or exceed all Carvana standards.
• Management of the Executive Resolution Registration Jira Queue.
• Track and report progression and trends of escalated customers who are approaching their TOP deadline.
• Timely and effectively communicate information with internal and external stakeholders, including customer outreach for Registration.
• Serve as the subject matter expert responsible for resolution of post deadline customers.
• Communicate with Senior Leadership to provide root cause analysis, analyze KPIs and trends to provide creative solutions and optimize the customer experience. 
• Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals. 
• Establishes trust and rapport with Carvana teams and external stakeholders through communication and cross functional collaboration.
• Other duties as assigned.

What the Job Requires:

To be able to do your job at Carvana, there are some basic requirements we want to share with you.

• 1+ years of leadership experience in a customer facing environment.
• Experience and willingness to communicate directly with customers to explain what Carvana needs to title and register their vehicle.
• Experience with creating business and operational processes.
• Ability to effectively multitask, self organize and delegate tasks.
• Ability to communicate and interact with others effectively in a professional, courteous manner.
• Ability to maintain high volume and high quality content in a fast paced environment.
• Strong Microsoft Office skills, Google Suite and project management tools.
• Strong organizational skills and acute attention to detail.
• Ability to build relationships with peers up to senior level leadership, and various operational stakeholders.
• Reliable deadline and task management skills.
• Enthusiasm and energy to contribute to and thrive in a rapidly growing organization.

Legal stuff

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. 

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.

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship. 

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

Last updated on Aug 22, 2024