Head of Customer Buying Operations
Carma
Customer Service, Operations
Sydney, NSW, Australia
Posted on Jun 20, 2025
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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