Senior Product Manager, Transactional Communications

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…

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

About the team and position

The Communication Platform team builds and operates Carvana’s transactional communications ecosystem, delivering the right message, in the right context, at the right moment, across email and SMS. This team's work touches millions of customer interactions each year and plays a critical role in shaping trust, clarity, information, and momentum throughout our customers' car-buying journey.

As a Senior Product Manager, you will own a significant portion of this experience: customer-facing communications triggered as customers complete key milestones from browse to purchase to delivery and beyond. This role sits at the intersection of customer experience vision, product strategy, experimentation, and execution. You’ll translate Carvana’s end-to-end customer experience principles into messages that are clear, empathetic, timely, and effective while continuously evolving how we communicate through data, experimentation, and AI.

This is a product ownership role focused on outcomes, not just shipping campaigns. You will build trusted cross-functional partnerships, ship scalable solutions, and own the long-term performance of key metrics such as contacts per sale and conversion to sale.

What you’ll be doing

You will work closely with stakeholders, design, engineering, and analytics to scope and prioritize projects, write detailed requirements, define experimentation plans with A/B testing ownership, analyze data, and launch communications, focusing on emails and SMS communications.You will lead a significant, customer-facing communications product area spanning email and SMS across the purchase journey, with responsibility for both near-term execution and long-term evolution.

• Translate Carvana’s customer experience vision into clear, empathetic, and context-aware messages, ensuring subject lines, content, timing, and channel work together to deliver a cohesive experience.
• Define and maintain a roadmap for your product space, articulating near-term approach and long-term opportunities aligned to team, cluster, and Carvana goals.
• Break down large, complex, and sometimes ambiguous initiatives into smaller, testable pieces that enable rapid iteration and successful execution.
• Lead end-to-end product development in close partnership with Engineering, Design, Data Science, Data Analytics, and many operations teams, driving alignment and forward momentum.
• Design, own, and execute experimentation strategies (A/B and multivariate testing) to continuously improve customer outcomes and business performance.
• Analyze performance and synthesize insights, providing clear, actionable summaries of what communications are performing well, what is underperforming, and where to invest next.
• Own accountability for key metrics such as conversion, contact rate after messaging, and contacts per sale, using data to guide prioritization and decision-making.
• Consistently apply product best practices including measurement, experimentation, and user research to raise the bar on communication quality.
• Identify and champion opportunities to meaningfully level up customer communications through AI, automation, and personalization at scale.
• Contribute to broader discussions as they relate to customer communications.
• Own communication across collaborating teams, ensuring alignment and shared understanding.
• Approach the role with an open, engaging mindset, recognizing that it requires close partnership with multiple teams and operations leaders navigating competing priorities.

What you should have

• A bachelor’s degree in STEM, Economics/Finance, or Design/UX or equivalent experience.
• 3-5 years of work experience, ideally in product, product analytics, or a related discipline.
• Outcome-oriented and data-driven decision making, backed by expertise in metrics, analytics, and data tools such as SQL, Looker, Tableau. 
• Excellent written and verbal 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.
• 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 UX instincts with the ability to understand and anticipate user needs and pain points
• Knowledge of data science best practices
• Skilled in generative AI and LLM technologies to quickly iterate on product requirements and low-fi wireframes to support expedited iterations
• Agile methodology experience
• Product strategy/road-mapping experience
• Familiarity with Looker, Sigma, and Tableau (for creating new reports)

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.