Product Manager, Communication Platform

About Carvana

“We believe CVNA is in the early stages of becoming the next U.S. retail category killer.” 

– Stephens Investment Bank, Analyst Report, Sept. 2024

Building leading-edge technology has been at the core of Carvana’s strategy since our founding, driving us to become the 3rd fastest company in history to organically reach the Fortune 500 following only Amazon and Google. Today, we remain founder-lead and as ambitious as ever. In 2024, we have not only emerged as the fastest growing automotive retailer, but also the most profitable thanks to our deep vertical integration across retail, lending, vehicle transportation, wholesale auctions, and more. 

If you want to grow not just as an Engineer but as a leader and business-builder, Carvana is the place for you. Our technology teams build: 

• End-to-end ecommerce for both selling and buying cars, including everything you see on Carvana.com and in our mobile apps.
• AI-driven customer support across chat, email, SMS, and voice, as well as a proprietary CRM platform to ensure the most efficient and highest quality customer experience.
• 360° vehicle photography and interactive merchandising using cutting edge computer vision and AI techniques.
• The most sophisticated and self-service automotive lending platform in the world.
• Systems and tools behind a nationwide logistics network that has delivered and picked up over 3 million cars via our fully owned and operated fleet of automotive haulers, efficiently managing distribution of our massive inventory to 85% of US driveways.
• Enterprise grade systems for operating the largest vehicle reconditioning facilities in the US, with workflow and automation to guide the work for everything mechanical, electrical, and cosmetic needed to bring each car to our high standards.
• Early adoption and customization of AI tools for optimizing our Developer efficiency and experience.

And much, much more…

THIS IS A 100% ON-SITE POSITION FROM OUR HQ IN PLAYA VISTA OR TEMPE (Monday through Friday)

About the team and position

The Communication Platform team owns the systems that connect Carvana to its customers, delivering the right message, at the right time, in the right channel. At the center of that ecosystem is Sebastian, our AI-powered conversational agent that helps millions of customers research, buy, sell, and manage their vehicles. Built on top of leading-edge LLMs, Sebastian is evolving into an embedded digital concierge, one that answers questions, compares vehicles, resolves issues, and makes ownership effortless.

We’re looking for a Product Manager to own the delivery and continuous improvement of Sebastian, ensuring it becomes the most engaging and trusted self-serve experience in automotive retail. Your mission: help customers accomplish everything they need – research, purchase, sell, and ownership support – through Sebastian.

We’re looking for incredibly intelligent, entrepreneurial, hard-working go-getters who are excited about working in a product-driven technology company to help us drive the best customer experience. You’re likely a great fit if you have a quantitative background, expertise in designing experiments, and strong product instincts. Ideally, you are fanatical about delighting users, moving huge numbers, and seeing your product vision come to life. You love addressing high-level business problems quickly and autonomously while building deep relationships with stakeholders.

What you’ll be doing

You will work closely with engineering, design, and analytics teams to scope and prioritize projects, write clear requirements, analyze data, and continually improve the customer experience with Sebastian, our conversational AI agent. Your focus will be on delivering high-quality, engaging self-serve experiences that help customers research vehicles, complete their purchase, and get support throughout ownership. Most importantly, you will make measurable business impact. As the leader of your area, you are ultimately responsible for the success of your products and the long-term trajectory of key organizational outcomes such as sales, customer satisfaction, and cost per unit sold.

Additionally: 

• Drive the product roadmap and manage the end-to-end lifecycle for initiatives that enhance Sebastian’s ability to help customers research, buy, sell, and own their vehicles.
• Partner with product and business teams across Carvana to embed Sebastian into their customer experiences and deliver unified, conversational journeys.
• Collaborate with partners to identify opportunities for improvement, prioritize based on impact, and ensure projects align with the broader communication platform strategy.
• Be activ