Customer Experience Manager

CarMax - Dallas, TX

Full-time - Manager

Dallas, TX

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

As a Customer Experience Center Manager at CarMax, you will lead a team of 10-15 Customer Experience Consultants, focusing on delivering an exceptional customer experience through effective coaching and development. Your leadership will be pivotal in executing key activities that enhance customer interactions and drive sales, while fostering a collaborative and motivated work environment.

Responsibilities

• Help associates guide customers through their CarMax experience by executing key activities like vehicle selection and finance applications.
• Build a highly engaged culture using collaboration, transparency, and motivation.
• Provide continuous feedback and coaching to improve customer experience and drive sales.
• Select, attract, hire, and onboard world-class sales professionals.
• Manage business metrics such as sales, service levels, and staffing.
• Manage projects and tasks assigned to the team.

Requirements

• High School Diploma, GED, equivalent certification, or military experience required; Bachelor's degree preferred.
• At least 3 years of experience in people management required; at least 5 years in a retail or contact center environment preferred.
• At least 2 years of sales experience required.
• At least 2 years of experience in process management preferred.
• Bilingual in English/Spanish is preferred.
• Ability to communicate clearly and effectively.
• Ability to motivate, inspire, and gain buy-in from others.
• Flexibility to provide cover for location opening hours, including evenings and weekends.
• Must reside within 60 miles of the Henderson Customer Experience Center.

Nice-to-haves

• Bilingual in English/Spanish is preferred.

Benefits

• Commitment to training and development opportunities.
• Diversity and inclusion programs.
• Recognition as one of the FORTUNE 100 Best Companies to Work For.