• Participate in the development of strategic plans, goals, and objectives, ensuring alignment with those of Market Operations and company. • Work with senior management to define documentation accuracy goals and objectives. • Manage and appraise the accuracy and completeness of all customer paperwork within the hub, determining and directing corrective action as needed. • Define and implement paperwork best practices to ensure compliance with applicable regulatory standards. • Continuously evaluate team effectiveness and hub level success in fields of paperwork accuracy and overall customer satisfaction. • Provide guidance and performance feedback to Paperwork Specialists, Customer Advocates, and market leadership to ensure effective paperwork procedures are in place. • Assess any process gaps and problem solve solutions efficiently, utilizing expertise and leveraging cross-functional teams. • Assist with customers as needed via phone, email, and text to obtain information necessary to accurately complete customer paperwork and vehicle titling and registration. • Partner with the Regulatory Compliance team to create and maintain compliance best practices within your hub. Track regulatory compliance success to determine and implement training requirements. • Work closely with local regulatory agencies and/or partners to receive, generate, and submit paperwork in compliance with local requirements. • Create a work and team environment that inspires positive communication, team cohesion, and adherence to Carvana’s Values.