Specialist, AI Strategy & Support

Carvana
United States
Workplace: OnsiteFull timeFunction: Strategy & Corporate DevelopmentExperience: 1+ yearsEducation: bachelorsSkills: ["Customer-centric","Analytical thinking","Written communication","Attention to detail","Problem-solving"]

Drive the evolution of Customer Care’s AI Strategy & Support team by improving AI agents that power customer interactions. Evaluate inputs/outputs, identify gaps, and refine agent prompting, knowledge bases, tool updates, and model configurations. Use backtesting and audits to continuously improve quality, speed, and resolution outcomes. Collaborate with Operations, Product, and Engineering leaders to deliver research-backed recommendations and streamline workflows.

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FursaFursa
Carvana
Carvana
12 hours ago

Specialist, AI Strategy & Support

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Drive the evolution of Customer Care’s AI Strategy & Support team by improving AI agents that power customer interactions. Evaluate inputs/outputs, identify gaps, and refine agent prompting, knowledge bases, tool updates, and model configurations. Use backtesting and audits to continuously improve quality, speed, and resolution outcomes. Collaborate with Operations, Product, and Engineering leaders to deliver research-backed recommendations and streamline workflows.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Entry level

Key Responsibilities

  • •Evaluate AI agent inputs and outputs to improve the customer experience, including agent prompting, knowledge, tooling, model configuration, and conversation context.
  • •Assess performance of AI-powered agents to identify customer-experience gaps and drive improved conversion outcomes.
  • •Refine, test, and propose updates to agent prompting, knowledge base, and tools; package recommendations for Product, Engineering, and Operations leaders.
  • •Provide actionable recommendations to enhance customer experiences by leveraging existing data and incorporating new knowledge and data signals.
  • •Review backtesting and audit inputs to identify performance gaps, refine model constraints, and continuously improve AI tools.

Pay and Benefits

Perks:Health InsuranceDentalVision401k

Key Requirements

  • •Bachelor’s degree in business, marketing, communications, or a related field.
  • •1–3+ years of experience in customer support, content development, product support, or knowledge base administration in a fast-paced environment.
  • •Comfort navigating and analyzing large volumes of conversation logs to identify trends, intents, and drivers of customer friction.
  • •Experience working with Large Language Models (LLMs) and evaluating AI outputs and agent prompting.
  • •Exceptional written communication and editing skills to translate complex processes into plain, customer-friendly language.
Experience:1+ years
Education:Bachelor's in business, marketing, communications, or a related field
Skills:Customer-centricAnalytical thinkingWritten communicationAttention to detailProblem-solving
Languages:English
Tech Stack:Generative AILarge Language Models (LLMs)

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Carvana
Online used-car retailer that lets customers buy, finance, trade in, and sell vehicles through a digital marketplace. Also operates vehicle reconditioning and logistics capabilities to support home delivery and pickup.
Industry: Automotive
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Tempe, United States
Founded: 2012
WebsiteLinkedIn