Team Lead, Central Operations

Team Lead, Central Operations

About the team and position

Join a dynamic team at the heart of our wholesale customer experience! The Central Operations Team is where fairness and customer satisfaction meet, ensuring every arbitration claim is handled with meticulous care and a commitment to resolution. As our Team Lead, you'll be the driving force behind a team that makes a difference, safeguarding our company's reputation and building trust with our clients. You'll not only lead a team of talented Claims Resolution Partners, but also shape the processes that ensure equitable outcomes, contributing directly to our company's success and the peace of mind of our customers. If you're passionate about problem-solving, thrive in a fast-paced environment, and love empowering others, this is your chance to shine!

 What you’ll be doing:

• Lead, coach, and mentor Claims Resolution Partners to ensure high performance and adherence to quality standards.
• Conduct performance reviews, provide feedback, and develop individual development plans.
• Manage team workload and allocate resources to meet deadlines and service level agreements.
• Oversee the evaluation of arbitration claims, ensuring compliance with terms, guidelines, and policies.
• Ensure accurate documentation of arbitration cases.
• Monitor and analyze arbitration trends and metrics to identify areas for improvement.
• Develop and implement strategies to optimize the efficiency of the arbitration process.
• Identify and resolve gaps in practices, developing strategic solutions.
• Serve as an escalation point for complex arbitration cases, including negotiating repair and pricing, collaborating with internal and external partners, and providing exceptional customer experience.
• Engage with leadership on performance trends and opportunities.
• Track and report on key performance indicators related to case resolution and satisfaction.
• Prepare and present reports on team performance and arbitration activity, highlighting the team's achievements and progress and taking action to improve the process.
• Utilize CRM tools to track interactions and report performance.
  
  

What you should have

• Associate's degree or equivalent work experience. Bachelor’s degree preferred.
• Minimum of 3 years of experience in arbitration, claims resolution, customer service, or a related field.
• Minimum of 2 years of experience leading and managing a team.
• Strong understanding of arbitration processes, NAAA guidelines, and automotive industry practices.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to analyze complex information and make sound judgments.
• Proficiency in using computer systems and applications, including CRM software.
• Ability to thrive in a fast-paced, high-volume environment.
• Experience with strategic planning and process improvement.
• Successful track record of guiding teams to exceed goals.

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.

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.