Manager, Customer Experience Center

CarMax - Tempe, AZ

Full-time - Manager

Tempe, AZ

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

As a Customer Experience Center Manager at CarMax, you will play a pivotal role in leading a dynamic team of Customer Experience Consultants who are the face of CarMax for our customers. Your leadership will drive your team to deliver an iconic customer experience by executing our Professional Selling Principles and collaborating with peers, other CarMax locations, and center leadership. At CarMax, we attribute our success to putting people first and doing what's right, and your ability to coach and develop others will be essential in achieving results. You will help your associates guide and progress customers through their CarMax experience by executing key activities such as vehicle selection, finance applications, and extended service plan explanations. In this role, you will be responsible for building a highly engaged culture and environment that fosters collaboration, transparency, and motivation. You will provide continuous feedback and coaching to improve and maintain an iconic customer experience while driving sales. Your responsibilities will also include selecting, attracting, hiring, and onboarding world-class sales professionals who are well-prepared to provide exceptional customer service. You will manage business metrics such as sales, service levels, and staffing, and oversee projects and tasks assigned to your team. Creating excitement and maintaining high levels of morale through change are essential for leaders within CarMax, and you will define and measure performance metrics to ensure success.

Responsibilities

• Help associates guide and progress customers through their CarMax experience by executing key activities like vehicle selection, finance applications, and extended service plan explanations.
• 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 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.
• Must reside within 60 miles of the Phoenix 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.