Social Media Experience Manager

Job Description

Job Description

Social Media Experience Manager

Customer Experience • Tempe, AZ • Full-Time

ABOUT THE ROLE

At Carvana, we're on a mission to change the way people buy, sell, and own cars by making it fun, fast, and fair. We're looking for a passionate, people-first leader to join us in driving customers happy.

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.

LEGAL STUFF

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.

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.

Hiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.

Of course, we'll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.