Carvana

Social Media Experience Manager

Carvana • $70K — $95K *
Tempe, AZ 85281In-Person
Media
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 3+ years of leadership experience with digital support or operational teams
  • 5+ years in a customer-facing, social media, or operational environment
  • High School Diploma or GED required; Bachelor's Degree preferred
  • Strong familiarity with major social media and review platforms
  • Proficient in leveraging AI tools for social media monitoring
  • Demonstrated strategic mindset with the ability to implement actionable plans
  • Experience managing SLAs and real-time performance targets

Responsibilities

  • Own all social media and review platform outcomes including coverage and response quality
  • Develop and coach a high-performance team of 2-3 specialists
  • Set and track response time and resolution targets by platform
  • Collaborate with Brand and PR to ensure cohesive communication
  • Maximize use of current AI tools and identify improvements
  • Amplify positive customer moments in collaboration with Brand
  • Challenge and evolve existing practices for better outcomes

Benefits

  • Opportunity to lead a dynamic and innovative team
  • Work with cutting-edge AI tools and systems
  • Collaborative cross-functional work environment
  • Chance to shape company-wide social engagement strategy
  • Be at the forefront of customer experience management
Full Job Description
Social Media Experience Manager

Customer Experience • Tempe, AZ • Full-Time

ABOUT THE ROLE

As the Manager of Social Media Experience, you're the single-threaded owner of Carvana's presence across every social media and review platform where customers talk about us-from Instagram and TikTok to Reddit and Consumer Affairs. You'll leverage cutting-edge AI tools and design the smart coverage models required to ensure our brand is protected around the clock, whether a conversation happens during business hours or at 2 a.m. on a Sunday. This isn't about you personally watching a queue 24/7; it's about engineering an always-on reputation system that never misses a beat.

You'll own the KPIs, build and enforce the coverage model, drive cross-functional alignment with Brand and PR, and ensure every response meets the speed, empathy, and quality standards Carvana is known for. You're not managing a queue - you're building and running a best-in-class social reputation operation, one that turns every meaningful customer signal into action.

This isn't a traditional social media marketing role focused on content creation, nor is it standard call center support. We're looking for a sharp operational leader who loves being in the weeds of a fast-moving, high-visibility environment. You're someone who can coach a lean team of specialists to show up brilliantly in public, with the strategic instincts to know when to respond, when to escalate, and when to hand a moment to Brand to amplify.

WHAT YOU'LL BE DOING
  • Be the Single-Threaded Owner: Own all outcomes across social and review platforms end-to-end. You're accountable for coverage, response quality, resolution rates, and the KPIs that prove we're showing up the way our customers deserve.
  • Build and Lead a High-Performance Team: Coach, develop, and inspire a nimble team of 2-3 Social Media Experience Specialists. Set clear expectations, hold the bar high, and build a culture where the team is proud of the work they do publicly every day.
  • Drive SLA Accountability: Set response time and resolution targets by platform and severity, track performance against them in real time, and lead the team to hit them consistently.
  • Align Brand, PR, and CX: Serve as the connective tissue between Customer Experience, Brand, and PR. Partner with the Brand Manager on tone and voice standards, escalate high-risk situations to PR and Legal with urgency and context, and ensure every touchpoint feels unmistakably Carvana.
  • Own the Tooling and Listening Infrastructure: Maximize what we get out of current AI listening tools (Sprout and beyond), identify gaps, and partner with Customer Experience Operations and Tech on the roadmap toward an in-house AI monitoring solution.
  • Amplify the Good: Positive engagement is a strategy, not an afterthought. Partner with Brand to identify and amplify strong customer moments, build advocacy at scale, and make sure we're showing up just as intentionally for celebrations as we are for complaints.
  • Shake Things Up for the Better: Challenge the status quo. Partner across the company to evolve our playbooks, improve our tooling, and find smarter ways to turn public conversations into customer loyalty.

WHAT YOU'LL BRING TO THE TABLE
  • 3+ years of experience in people leadership, with a proven track record of coaching lean, agile, and highly collaborative digital support or operational teams.
  • 5+ years of total work experience in a customer-facing, social media, or operational environment.
  • High School Diploma, GED, or equivalent education is required; Bachelor's Degree is preferred.
  • Deep familiarity with social media platforms (X, Instagram, TikTok, Facebook, LinkedIn, Reddit) and review platforms (Google, Consumer Affairs) - you understand how these channels work, how they're different, and what good public engagement looks like on each.
  • An AI-forward mindset and excitement about leveraging the latest monitoring and automation tools to scale operations and optimize a team's workflow.
  • A strategic mindset with a proven ability to turn big ideas into action and measurable results.
  • Experience owning SLAs and holding a team accountable to real-time performance targets in a high-volume environment.
  • Strong cross-functional instincts - you know how to work with Brand, PR, Legal, and Ops without losing momentum or ownership.
  • A knack for untangling tricky, high-visibility situations with calm, empathy, and sound judgment.
  • Amazing written communication skills - you can shape a public response that's empathetic, on-brand, and on point, and coach others to do the same.
  • A natural ability to thrive and lead your team through a fast-paced, ever-changing environment.

About Carvana

Founded in 2012 and based in?Phoenix, Carvana’s mission is to change the way people buy cars. By removing the traditional dealership infrastructure and replacing it with technology and exceptional customer service, Carvana offers consumers an intuitive and convenient online car buying and financing platform. Carvana.com enables consumers to quickly and easily shop more than 15,000 vehicles, finance, trade in or sell their current vehicle to Carvana, sign contracts, and schedule as-soon-as-next-day delivery or pickup at one of Carvana’s patented, automated Car Vending Machines.

Carvana Careers

Join the dynamic team at Carvana, a leading e-commerce platform for buying and selling used cars, where innovation drives us and leadership thrives. At Carvana, we offer more than just job opportunities; we provide a pathway to a rewarding career in the automotive and technology industries.

Work You’ll Do

Become a part of Carvana’s commitment to changing the car buying experience by joining our diverse team. We leverage cutting-edge technology and bold innovation to stay ahead in a fast-evolving market. Our team is composed of driven professionals who lead the industry in expertise and are the backbone of our growth and success.

Explore Professional Growth

At Carvana, we believe in nurturing talent and fostering professional growth. Our leadership is dedicated to providing extensive training and development programs that empower you to climb the career ladder with confidence. From entry-level positions to senior roles, every team member receives the support and resources they need to excel.

Innovative Work Environment

Our culture is built on a foundation of diversity and inclusion, where every employee’s contribution is valued. Work alongside industry leaders and peers in an environment that celebrates creativity and strategic thinking. Carvana is not just a company; it’s a revolutionary approach to the automotive market.

Join Our Team

Discover a range of employment opportunities at Carvana, from customer service and vehicle operations to software development and marketing. Each position offers a chance to develop skills that are crucial for personal and professional development. We are hiring individuals who are passionate, curious, and eager to drive change within the industry.

Internship Programs

Kickstart your career with a Carvana internship. Gain invaluable experience, build your resume, and make connections that will open doors to future opportunities. Our internships provide a real-world glimpse into high-level projects and day-to-day operations, preparing interns for full-time roles in their chosen fields.

Benefits and Perks

Carvana cares for its employees by offering competitive benefits, including health insurance, retirement plans, and wellness programs. We also understand the importance of work-life balance and provide flexible working arrangements to suit different needs and lifestyles.

Networking and Career Advancement

Enhance your career prospects through Carvana’s robust professional networking opportunities. Connect with leaders and peers within and outside the company to expand your professional network and uncover new career paths.

Stay Connected

Search open positions that match your skills and interests on our Carvana Jobs portal. We look for innovative, driven, and collaborative individuals to join our team.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights—all from the people who work here. Subscribe to our Carvana Careers blog for the latest news and updates in the world of automotive e-commerce.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Carvana. Join Carvana today and be part of a company that’s redefining the automotive industry through technology, innovation, and a strong commitment to excellence.
Learn more about Carvana
Size
21,000 employees
Market Cap
$716.3 million
Industry
Consumer Technology
Net Income
-$171.1 million
Founded
2013
5 Year Trend
+103.7%
Revenue
$5.5 billion
NASDAQ
CVNA
* Ladders Estimates

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