Product Manager, Communication Platform

Carvana•Los Angeles, CA

2d•Onsite

About The 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.

Requirements

A bachelor’s degree in STEM, Economics/Finance, or Design/UX or equivalent experience.
2+ years of work experience, ideally in product, product analytics, or a related discipline.
Proven ability to drive measurable business and customer outcomes.
Focus on outcomes and user experience first and foremost.
Outcome-oriented and data-driven decision making, backed by expertise in metrics, analytics, and data tools such as SQL, Tableau, Sigma.
Familiarity with LLM product mechanics — prompting, grounding, evaluation, and safety.
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.
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 experiment design and interpretation.
Curiosity, product taste, and an instinct for delightful UX.
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.
Must be able to read, write, speak and understand English.
Hiring is contingent on passing a complete background check.
This role is not eligible for visa sponsorship.

Nice To Haves

Strong UX instincts with the ability to understand and anticipate user needs and pain points
Agile methodology experience
Product strategy/road-mapping experience
Experience embedding conversational AI in consumer products.
Knowledge of RAG, tool-calling, or agent frameworks.

Responsibilities

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.
Deliver high-quality, engaging self-serve experiences that help customers research vehicles, complete their purchase, and get support throughout ownership.
Make measurable business impact.
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 actively involved in interpreting analytics, running experiments, and translating insights into continuous product improvements.
Communicate and collaborate effectively with Carvana’s Engineering, Data Science, Design/UX, Analytics, and Customer Care teams.
Work full-time in our Los Angeles or Tempe office.

Benefits

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.

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