Functional Lead, Safe and Secure Operations Center - Fairburn, GA

Carvana - Fairburn, GA

Full-time - Mid Level

Onsite - Fairburn, GA

Motor Vehicle and Parts Dealers

About the position

The Functional Lead for the Safe and Secure Operations Center at Carvana is responsible for overseeing a 24/7 security team that monitors and responds to various risks affecting the company. This role involves leading a team that analyzes security incidents, manages emergency communications, and ensures the safety of Carvana's operations nationwide. The ideal candidate will foster team development, provide coaching, and ensure adherence to safety protocols while maintaining a positive work environment.

Responsibilities

• 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.

Requirements

• 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).

Nice-to-haves

• 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.

Benefits

• Wellness program
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching