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Carma is a digital pre-owned car dealership transforming the Australian automotive industry by making car buying and selling seamless, transparent, and enjoyable. The company manages engineering, marketing, buying, and reconditioning in-house with a collaborative team.
You will lead Carma's Buying Operations function, overseeing Customer Buying, Buying Customer Experience (BCX), and Inspections teams. This is a high-impact role scaling an operation with strong foundations to support continued growth.
Key responsibilities include:
- Lead and develop Buying Operations teams, fostering a high-performing, customer-first culture
- Coach and support Team Leads and Managers through regular performance conversations and development plans
- Translate buying targets into achievable team goals and monitor daily/weekly operational performance
- Own and optimize the end-to-end "Sell to Carma" customer journey, improving conversion rates, satisfaction, and efficiency
- Identify process bottlenecks and implement improvements; dive deep into frontline operations to simplify, automate, and scale
- Partner with People on workforce planning, hiring, and organizational design
- Support launch of new Sell to Carma sites through capacity planning and operational readiness
- Build relationships across Buying, Strategy & Business Operations, Compliance, Valuations, and Onboarding
- Maintain quality and identify improvements by attending inspections, visiting sites, and engaging with frontline teams
- Use data and reporting to identify trends, solve challenges, and make informed commercial decisions
- Position is based at Alexandria Head Office with regular travel across Sydney inspection sites
Requirements:
- Significant experience leading large customer-facing operations in fast-paced, high-growth environments
- Proven track record building and scaling operational teams, ideally in contact centres, field operations, or multi-site businesses
- Experienced people leader with demonstrated ability to develop leaders, build strong cultures, and manage performance confidently
- Ability to balance strategic thinking with hands-on execution; comfortable diving into operational detail
- Highly commercial mindset with comfort working toward ambitious operational and customer targets
- Naturally curious with drive to improve processes, customer experience, and team performance
- Strong relationship-building and stakeholder influence skills across multiple teams and organizational levels
- Data-driven decision-maker who uses insights to prioritize work and drive continuous improvement
- Confident with CRM platforms, reporting tools, and operational systems
- Growth mindset; thrives in ambiguity and enjoys building structure as businesses scale
- Valid driver's licence (essential)
