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Senior Operations Analyst, Customer Experience

Company: Carvana
Location: Phoenix
Posted on: June 12, 2021

Job Description:

About Carvana

If you like disrupting the norm and are looking for a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old fashioned way sucks and we are working hard to make it NOT suck. At Carvana, our customers can hop online to...

  • Search and browse our inventory of over 20,000 vehicles that we own and certify.
  • Narrow down search results using highly intelligent filtering tools/components.
  • View vehicle details, Carfax reports, and 360 rotating studio images for every vehicle.
  • Secure financing in minutes using Carvana's in-house service or their own bank.
  • Interact with GUI components to easily customize loan length, down payment, and monthly payment.
  • Generate, upload, and eSign all documents online (no ink necessary).
  • Schedule front door delivery or pick up at one of our vending machines.
  • Trade-in their existing vehicle or just sell it to Carvana (no purchase necessary).

For more information on Carvana and our mission, sneak a peek at our company introduction video or learn more about what it's like to work here from the people that already do.

About the team and position

Are you passionate about using data analytics to discover trends and help businesses grow? Do you want to have an immediate impact on our customer experience and Net Promoter Score (NPS)? Are you excited to focus on one of the most important metrics at Carvana - NPS? We have no shortage of data, resources, or ambition at Carvana, and we are excited to bring on people who share our desire to leverage data and technology to accelerate our disruption of the traditional car buying experience. This role will provide countless opportunities to tackle our most pressing operations challenges and opportunities with visibility to Senior Leadserchip.

What you'll be doing

  • Using Your Technical Chops:
  • SQL! SQL! SQL! We use it all the time in this role and we're looking for someone who lives and breathes it. FYI- we'll be sending out a SQL test as the first step of the process, so be on the lookout.
  • Utilize business intelligence related tools and concepts such as Tableau, SQL (through MS SQL Server), relational database design, and Excel to solve operational problems.
  • Be involved in extracting, cleansing, and visualizing data using modern tools and techniques
  • Work with Data Science teams to integrate and operationalize predictive models
  • Being An Awesome Stakeholder:
  • Work closely with operational leaders and Senior Management to plan and prioritize critical projects, set KPIs, forecast impacts, and build execution plans
  • Focused on one of the most important metrics in the organization, our Net Promoter Score (NPS)
  • You will work with cross-functional teams to communicate data driven analysis and reports in order to impact change
  • You will work with others to understand business processes and deliver data so that non-technical resources can understand and respond as needed.
  • You will become familiar with current operations across various departments and work cross-functionally with stakeholders and other analysts.
  • Looking Towards The Future:
  • You'll be developing and maintaining forecasting models to support our NPS data
  • Collaborate with our leaders to design systems to capture granular data to drive future decisions and help prioritize engineering efforts around proposed technology solutions.
  • Always be proactively solving problems by thinking both big and small.

What you should have

  • Bachelor's degree in Business Administration, Economics, Engineering, Finance, Math, Supply Chain, or similar field from an accredited undergraduate institution required.
  • At least 4+ years of experience in CPG merchandising, data, reporting, or analytics.
  • Strong analytical skills with proficiency in SQL.
  • Knowledge of visualization software, such as Tableau.
  • Curiosity to continue learning new analytical methods and tools (ETL processes, Python, etc.).
  • The ability to work cross-functionally with engineering, data science, and business teams and communicate across them in a clear and concise manner understood by all.
  • You have the flexibility to move and shake with competing and changing priorities.

What we'll offer in return

  • Full-Time Salary Position with a 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.

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.

Keywords: Carvana, Phoenix , Senior Operations Analyst, Customer Experience, Other , Phoenix, Arizona

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