Carvana is hiring a

Manager, Customer Care

Tempe, United States

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!


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 has an interest in the Carvana customer experience. The Customer Care Manager will drive results and work closely to mentor and develop our Team Leads.

COVID-19 UPDATE: 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 are now delivered online. This role is currently remote/home-based, with the intention of returning to our Tempe corporate office in the future. **Must live within the Phoenix, Arizona area**

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.
  • Executing while constantly looking for process improvements.
  • 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.
  • 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

  • A Bachelor’s degree from an accredited undergraduate institution is required.
  • 7+ years’ leadership experience in a customer-facing team environment.
  • 4+ years of experience managing other People Leaders. 
  • A strong sense of urgency with the ability to improve operational efficiency.
  • Proven history of developing and coaching employees.
  • Experience with strategic planning and process improvement.
  • Demonstrated ability grasping technical and complex concepts and clearly explaining them to others.
  • Excellent problem-solving skills with the ability to think outside the box.
  • Strong project management skills.
  • Excellent interpersonal and leadership skills.
  • 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.


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.