Safe and Secure Operations Center Functional Lead

About Carvana

If you like disrupting the norm and are looking to join 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. I mean, have you seen our vending machine?!

We are looking for people who are excited to thrive in an environment of impactful change. Team spirit is evident at Carvana and every day we let our passions and creativity foster innovation. We take big swings, set ambitious goals, and challenge each other to make data- and process-driven decisions in everything we do. Here are a few of our stories! We’ve been changing the game since 2013, and we’re not taking our foot off the gas now. Want more of the story? Check out our background here.

About the team and position

The Safe and Secure Operations Center Functional Lead role is part of a 24/7/365 security team that analyzes and reports on risks to the company including facility intrusion, natural disasters, terrorism/crime, civil unrest, workplace violence, and other risks. In this role, you will lead a team that monitors cctv, access control, alarm systems for Carvana sites nationwide, operate 24/7 emergency phone lines and triage calls from site contacts and support on-site Safe and Secure Associates in responding to incidents. You’ll supervise team members using software to recognize incidents that may place the company’s sites, employees, or brand at risk, and provide coaching and guidance to help them analyze the potential impact to the business, and respond or escalate appropriately. 

The ideal candidate for this role is passionate about developing and helping team members to achieve individual and team-level results. This role requires the ability to articulate and demonstrate desired behavior, provide timely, effective, and actionable feedback, and to motivate others to balance urgency and quality.

What you’ll be doing

• Oversee day-to-day activities of assigned team; identify team’s strengths and weaknesses; determine areas of opportunity and the appropriate steps to improve.
• Identify and evaluate trends, evaluate outcomes, and develop plans to accomplish team tasks and objectives.
• Engage assigned team, provide appropriate coaching, development and performance management; offer feedback and demonstrate desired skills.
• Create a work and team environment that inspires positive communication, team cohesion, and adherence to Carvana’s Values.
• Proactively communicate information to team members, providing clear understanding of expectations, performance measures, and goals.
• Prevent and resolve conflict among team members.
• Monitor and ensure adherence to systems, policies, procedures, and performance standards.
• Maintain staff by recruiting, selecting, orienting, and training employees.
• Positively reinforce and monitor progress toward team goals.
• Timely and effectively communicate information to other relevant teams and stakeholders.
• Support leadership and participate in implementation and execution of team/department initiatives, and strategies.
• Escalate significant high risk issues to senior-level management as necessary and provide recommendations to ensure our teams are safe and our business operations are maintained.
• Assign and hold team members accountable to work schedules to ensure appropriate staffing to meet relevant KPIs and goals.
• Provide direction to  Associates to ensure the appropriate response to routine and emergency calls, alarm and video triggers.
• Assess alarm data, information and create independent recommendations to help drive alarm reduction.
• Assess and lead ROC response to life safety incidents (medical, safety, natural disasters, etc.) and determine proper course of action for  Safe and Secure Associates, facilities, police, fire, and EMS personnel as required via telephone, and/or software systems.
• Ensure team adherence to outlined Service Level Agreements.
• Maintain various records of communications and events.
• Perform other duties as assigned

What you should know/have

• High school diploma or GED equivalent.
• 3+ years of security operations or call center experience.
• 1+ years of experience directly supervising/managing a team.
• Ability to work flexible hours and shifts
• Demonstrated ability to coach team members to deliver a consistent, top-notch customer service experience.
• Experience working closely and communicating effectively with diverse set of stakeholders in an ever-changing, rapid growth environment with tight deadlines
• Ability to take initiative in a constantly-changing work environment while maintaining flexibility and a collaborative attitude.
• Excellent verbal and written communication skills.
• Able to help create, develop and implement process improvement(s).

We’d love it if you also had

• Bachelor’s degree (ideally in business, finance or criminal justice) from an accredited college or university.
• Crisis Management Leadership experience.
• Experience with Jira, Wrike and/or MS Project project management software.

What we’ll offer in return

• Full-Time salary NOT REMOTE OVERNIGHT 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.

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.