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Head of Customer Buying Operations

Carma

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Operations, Customer Service

Sydney, NSW, Australia

Posted 6+ months ago

At Carma, we’re more than just a car company, we’re on a mission to shake up the Australian automotive industry! As a digital pre-owned car dealership, we’re turning the car buying and selling experience into a hassle-free, seamless journey that customers can truly enjoy. With our diverse and collaborative team managing everything from engineering to marketing and buying to reconditioning in-house, we’re powered by the best people and we’d love for you to come along for the ride.

Have you led multi-site or field-based teams and thrived in fast-paced, customer-focused environments? Are you just as comfortable rolling up your sleeves as you are building scalable systems from the ground up? In this role, you’ll lead a team spread across the office and the road, driving performance, building structure, and shaping the way we scale. Our buying operations team are customer facing (phone and face-to-face) chatting and purchasing cars from customer's who are looking to sell their car to us. It’s a hands-on leadership role with plenty of variety, autonomy, and the opportunity to leave your mark.

Department: Buying
Employment Type: Permanent - Full Time
Location: Carma HQ, Sydney
Workplace type: Onsite
Reporting To: Peter Willis

What you'll be doing:

Lead and scale a dynamic, customer-facing team — both on the road and in the office — making sure daily operations run like clockwork.
Jump in with the team to keep quality high and stay close to the action — attend car inspections, visit sites, and even take calls when needed.
Set the tone for a top-tier customer experience, track team performance, and make sure every interaction counts.
Collaborate with cross-functional teams across the business to unblock bottlenecks and bring smarter processes to life.
Own team hiring, onboarding, training, and structure planning to support growth and expansion into new inspection sites.
Stay on top of the numbers — from wage budgets and rosters to KPIs like conversion rates, reconditioning spend, and NPS.
Use data to spot trends, track progress, and make fast, informed decisions.
Lead from the front — drive accountability, support performance, and build a great team culture along the way.

Please note the position is based in our Alexandria Head Office, and will also require some travel across Sydney.

Okay, let's talk about you:

You have at least 5 years experience leading large, customer-facing teams before (ideally across both contact centres and store/ field operations).
You know how to build culture, coach high performers, and tackle underperformance head-on.
You’re energised by fast-moving, ever-changing environments and bring clarity where there’s ambiguity.
You’re confident hitting (and beating) targets — sales, service, or ops — and know how to inspire teams to do the same.
You’ve got excellent communication skills and influence easily across teams and levels.
You’re data-savvy — you don’t just look at metrics, you use them to make things better.
You’re comfortable with CRMs, systems and tech, and know your way around a spreadsheet.
You’ve got a growth mindset and a hands-on attitude.
An interest or experience in cars/ automotive is a bonus - but not essential!
A valid driver’s licence is essential.

What’s in it for you?

Join our high-performing, forward-thinking team and help shake up car buying and selling in Australia.
We love social events, from parties to go-karting and bake sales, there’s something for everyone.
We wouldn’t be a car business if we didn’t give you some $$ off our Carma cars, parts and NRMA cover.

About Carma

Who we are

Carma was founded in 2021 with a bold vision to reinvent Australia’s pre-owned car experience for the better. The idea attracted multi-million dollar backing from investors, and Carma has grown exponentially ever since. We’ve sold thousands of cars and delighted countless customers, who love our innovative approach! In a short time, we’ve come a long way, named as one of the AFR’s Most Innovative companies, recognised in a number of prestigious awards – and the journey has only just begun.

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