Manager, Customer Experience Center - Chat

CarMax - Phoenix, AZ

Full-time - Manager

Phoenix, AZ

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

As a Customer Experience Center Manager at CarMax, you will lead a dynamic team of Customer Experience Consultants, driving them to deliver an iconic customer experience. Your leadership will focus on coaching and developing your team, managing business metrics, and ensuring a collaborative and motivated work environment. This role is essential in maintaining high levels of morale and excitement while managing projects and performance metrics.

Responsibilities

• Help associates guide and progress customers through their CarMax experience by executing key activities like vehicle selection and finance applications.
• Build a highly engaged culture and environment using collaboration, transparency, and motivation.
• Provide continuous feedback and coaching to improve and maintain an iconic customer experience and drive sales.
• Select, attract, hire, and onboard world-class sales professionals who are well prepared to provide exceptional customer service.
• Manage to business metrics such as sales, service levels, and staffing.
• Manage projects and tasks assigned to your 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 of people management 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.

Benefits

• Commitment to training and development opportunities.
• Diversity and inclusion initiatives.
• Career growth opportunities within the company.