Manager, Market Operations Process Development

About the team and position
This role is a pivotal position within Carvana's Market Operations (MOps) organization. As the Manager, Market Operations Process Development, you will lead the design, documentation, governance, and continuous improvement of how MOps operates. This role defines what we do, how we do it, and why—driving operational clarity, measurable standards, and scalable execution across markets.

This role manages a team of Project Managers and Senior Project Managers, ensuring high-quality execution of strategic initiatives and consistent operational performance across the network. You will partner closely with cross-functional leaders across Product, Legal, Network Operations, Training, Compliance, and Field Operations.

This position is not eligible for visa sponsorship.

This is a fully on-site position, Monday through Friday, at our corporate HQ in Tempe, Arizona.

What you'll be doing

• Define, document, and govern end-to-end Market Operations processes across all core operational domains.
• Build and maintain a centralized MOps process library including SOPs, swimlanes, escalation paths, and performance standards.
• Design operating models that align customer experience, compliance, and field execution realities.
• Measure process performance using data and stakeholder feedback and drive continuous improvement.
• Identify operational gaps, inefficiencies, and quality risks and design scalable solutions.
• Lead and develop a team of Project Specialists, Project Managers, and Senior Project Managers.
• Translate long-term process strategy into executable roadmaps and project pipelines.
• Guide discovery, piloting, and scaled rollout of new processes across markets.
• Partner cross-functionally with Product, Network Ops, Legal, Training, and Field Ops to embed MOps requirements into systems and policy.
• Represent MOps process design in enterprise planning and decision forums.
• Consistently exercise independent judgment in support of strategic operational goals.
• Clearly communicate process changes, risks, and performance insights to stakeholders.

What you should have / know

• Bachelor's degree from an accredited institution.
• 7 years of experience in operations, process design, continuous improvement, project management, or operational strategy.
• 3 years of people leadership experience managing project or operations teams.
• Strong proficiency in Excel or Google Sheets.
• Experience with Snowflake or SQL.
• Familiarity with Tableau or other data visualization tools.
• Excellent written communication skills, including SOP development, playbooks, and stakeholder-facing documentation.
• Strong analytical mindset with the ability to translate data into operational decisions.
• Ability to think as a process architect—structuring workflows for both scalability and real-world usability.
• Proven ability to lead cross-functionally in fast-paced, highly complex operational environments.
• Strong prioritization, problem-solving, and executive communication skills.