Carvana
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 a Product Manager 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...
About the team and position
Carvana's Customer Contact Technology (CCT) team is a cross-functional group of Product, Design, Data Science, and Engineering that owns the systems that power every customer conversation. Historically focused on telephony the team's purview is expanding to include integration of AI tools deeper into our customer experience.
As the Product Manager for CCT, you will help craft the vision for AI-first experiences, ensure our telephony stack scales effortlessly, and partner with Customer Experience Operational teams to create smooth customer transitions across channels and advocate. You'll be the go-to leader for voice experience enhancements, balancing day-to-day reliability with long-term innovation while ensuring telephony systems do not operate in a silo but fuels cohesive, customer-obsessed journeys.
We're looking for a product-minded innovator who combines quantitative rigor with sharp intuition to instinctively design experiments that move meaningful metrics. You thrive in a fast-moving, product-led environment, tackling high-level business problems with autonomy and speed. Equal parts customer-obsessed storyteller and entrepreneurial operator, you craft a vision that rallies engineering, marketing, and operations around delighting users and moving metrics. Above all, you forge deep, trusted relationships across functions and turn shared goals into shippable products that scale. As an integral team member, you are ultimately responsible for the success of projects and the long-term trajectory of KPIs such as contacts per sale and conversion to sale.
What you'll be doing
You will work closely with design and engineering to scope and prioritize projects, write detailed requirements, analyze data, and launch high-impact capabilities across voice, chat, email, and SMS. As the owner of your domain, you are ultimately responsible for business impact and the trajectory of KPIs such as NPS, cost per contact, and sales conversion.
Core responsibilities
Telephony system fluency: Become the internal expert on Carvana's telephony stack, including key integrations, flows, and legacy configurations that affect routing and experience. Vetting and proposing the path forward for voice AI solutions Write clear product briefs leading to direct and actionable tickets; attend daily stand-ups and sprint planning with the CCT engineering team to keep delivery on track. Review customer experience flows and determine what to retain, deprecate, or redesign for an AI-first future. Partner with product leader to drive the roadmap for customer routing Analyze user behaviors, run experiments, and size/prioritize opportunities that materially move business metrics. Communicate and collaborate with Engineering, Data Science, Design/UX, Analytics, and Customer Care teams. Our team is located in Tempe, AZ where product, engineering, analytics, and key stakeholders sit side-by-side, turning ideas into live experiments in short order. What you should have
A bachelor's degree in STEM, Economics/Finance, or Design/UX or equivalent experience. 2-4 years of product experience Outcome-oriented and data-driven decision making, backed by expertise in metrics, analytics, and data tools such as SQL, Looker, Tableau. Excellent communication, organizational, and project management skills to maintain strong attention to detail while leading large cross-functional efforts. Ability to learn and absorb technical concepts and effectively communicate them to a non-technical audience. Intellectual curiosity to learn and ask questions to find creative ways to answer complex questions with data. Deep product experience at one or more highly successful (and ideally hypergrowth) companies. Opinions - you should be familiar with a lot of products in consumer web/mobile and have some degree of taste around what you do and don't like. Experience with split-testing design and interpretation. Willingness to roll up your sleeves and get it done, no matter what it is, for the sake of the team and our customers. Sense of humor, self-motivated and able to thrive in a fast-paced environment with ambitious goals. It would be great if you also had
Strong instincts with the ability to understand and anticipate user needs and pain points in an omni channel environment Skilled in generative AI and LLM technologies to quickly iterate on product requirements and low-fi wireframes to support expedited iterations. Direct experience in contact center technologies where the focus is improving customer experiences Knowledge of data science best practices Agile methodology experience Product strategy/road-mapping experience Don't meet 100% of the qualifications?
At Carvana, we value diversity in backgrounds and experiences. We encourage you to apply even if your experience doesn't fit exactly. Give it a shot!
What we'll offer in return
Full-Time Salary Position with a competitive salary. Medical, Dental, and Vision benefits. 401K with company match. A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more. A great wellness program to keep you healthy and happy both physically and mentally. Access to opportunities to expand your skillset and share your knowledge with others across the organization. A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
Legal Stuff...
Hiring is contingent on passing a complete background check. This role is NOT ELIGIBLE for visa sponsorship.
Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.
Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
"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 a Product Manager 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...
About the team and position
Carvana's Customer Contact Technology (CCT) team is a cross-functional group of Product, Design, Data Science, and Engineering that owns the systems that power every customer conversation. Historically focused on telephony the team's purview is expanding to include integration of AI tools deeper into our customer experience.
As the Product Manager for CCT, you will help craft the vision for AI-first experiences, ensure our telephony stack scales effortlessly, and partner with Customer Experience Operational teams to create smooth customer transitions across channels and advocate. You'll be the go-to leader for voice experience enhancements, balancing day-to-day reliability with long-term innovation while ensuring telephony systems do not operate in a silo but fuels cohesive, customer-obsessed journeys.
We're looking for a product-minded innovator who combines quantitative rigor with sharp intuition to instinctively design experiments that move meaningful metrics. You thrive in a fast-moving, product-led environment, tackling high-level business problems with autonomy and speed. Equal parts customer-obsessed storyteller and entrepreneurial operator, you craft a vision that rallies engineering, marketing, and operations around delighting users and moving metrics. Above all, you forge deep, trusted relationships across functions and turn shared goals into shippable products that scale. As an integral team member, you are ultimately responsible for the success of projects and the long-term trajectory of KPIs such as contacts per sale and conversion to sale.
What you'll be doing
You will work closely with design and engineering to scope and prioritize projects, write detailed requirements, analyze data, and launch high-impact capabilities across voice, chat, email, and SMS. As the owner of your domain, you are ultimately responsible for business impact and the trajectory of KPIs such as NPS, cost per contact, and sales conversion.
Core responsibilities
Telephony system fluency: Become the internal expert on Carvana's telephony stack, including key integrations, flows, and legacy configurations that affect routing and experience. Vetting and proposing the path forward for voice AI solutions Write clear product briefs leading to direct and actionable tickets; attend daily stand-ups and sprint planning with the CCT engineering team to keep delivery on track. Review customer experience flows and determine what to retain, deprecate, or redesign for an AI-first future. Partner with product leader to drive the roadmap for customer routing Analyze user behaviors, run experiments, and size/prioritize opportunities that materially move business metrics. Communicate and collaborate with Engineering, Data Science, Design/UX, Analytics, and Customer Care teams. Our team is located in Tempe, AZ where product, engineering, analytics, and key stakeholders sit side-by-side, turning ideas into live experiments in short order. What you should have
A bachelor's degree in STEM, Economics/Finance, or Design/UX or equivalent experience. 2-4 years of product experience Outcome-oriented and data-driven decision making, backed by expertise in metrics, analytics, and data tools such as SQL, Looker, Tableau. Excellent communication, organizational, and project management skills to maintain strong attention to detail while leading large cross-functional efforts. Ability to learn and absorb technical concepts and effectively communicate them to a non-technical audience. Intellectual curiosity to learn and ask questions to find creative ways to answer complex questions with data. Deep product experience at one or more highly successful (and ideally hypergrowth) companies. Opinions - you should be familiar with a lot of products in consumer web/mobile and have some degree of taste around what you do and don't like. Experience with split-testing design and interpretation. Willingness to roll up your sleeves and get it done, no matter what it is, for the sake of the team and our customers. Sense of humor, self-motivated and able to thrive in a fast-paced environment with ambitious goals. It would be great if you also had
Strong instincts with the ability to understand and anticipate user needs and pain points in an omni channel environment Skilled in generative AI and LLM technologies to quickly iterate on product requirements and low-fi wireframes to support expedited iterations. Direct experience in contact center technologies where the focus is improving customer experiences Knowledge of data science best practices Agile methodology experience Product strategy/road-mapping experience Don't meet 100% of the qualifications?
At Carvana, we value diversity in backgrounds and experiences. We encourage you to apply even if your experience doesn't fit exactly. Give it a shot!
What we'll offer in return
Full-Time Salary Position with a competitive salary. Medical, Dental, and Vision benefits. 401K with company match. A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more. A great wellness program to keep you healthy and happy both physically and mentally. Access to opportunities to expand your skillset and share your knowledge with others across the organization. A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
Legal Stuff...
Hiring is contingent on passing a complete background check. This role is NOT ELIGIBLE for visa sponsorship.
Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.
Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.