Specialist, AI Strategy & Support

Job overview

The Specialist, AI Strategy & Support role is onsite in Tempe, AZ. Compensation is not specified; the posting describes it as a competitive salary. The role supports Carvana Customer Care's AI Strategy & Support team and its AI products, including the Sebastian chatbot and Customer Advocate tools. The specialist evaluates AI-powered customer interactions and recommends improvements to prompts, knowledge, tools, and model configuration. By analyzing conversation data, audits, and backtesting, the role helps improve customer experience, resolution quality, and support workflows.

What you'll do

• Evaluate AI agent inputs and outputs
• assess performance and identify customer experience gaps
• refine, test, and recommend prompt, knowledge-base, and tool updates
• deliver recommendations to Product, Engineering, and Operations leaders
• review backtesting and audit results
• streamline and automate recurring support workflows.

What we're looking for

Skills & competencies

ai strategy

customer care

ai support

generative ai

prompt evaluation

conversation analysis

customer experience

tempe az

carvana

full-time

knowledge base

workflow automation

salesforce?

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision benefits
• 401(k) with company match
• student loan payments
• vehicle discounts
• pet benefits
• wellness program
• career development opportunities.

Why this role

Supports the full life cycle of Customer Care AI products and AI-driven quality assurance of customer interactions.

About the employer

Carvana is hiring for this role. Industry: Used Car Dealers. Sector: 44.