Manager, Customer Experience Center

CarMax - Kansas City, MO

Full-time - Mid Level

Kansas City, MO

10,001+ employees

Motor Vehicle and Parts Dealers

About the position

At CarMax, we attribute our success to putting people first and doing what's right. Your leadership will drive your team to deliver an iconic customer experience through executing our Professional Selling Principles and working together with peers, other CarMax locations, and center leadership. It is our associates that have helped make us the nation's largest retailer of used cars. If you know how to achieve results by coaching and developing other people, we'll give you all the opportunities you need to build an outstanding and rewarding career in our fast-growing business. As a Customer Experience Center Manager at CarMax, you will lead a dynamic team of 10-15 Customer Experience Consultants who are the face of CarMax for our customers. You will help your associates guide and progress customers through their CarMax experience by executing key activities like vehicle selection, finance applications, extended service plan explanations, etc. Building a highly engaged culture and environment using collaboration, transparency, and motivation is essential. You will provide continuous feedback and coaching to improve and maintain an iconic customer experience and drive sales. In this role, you will also be responsible for selecting, attracting, hiring, and onboarding world-class sales professionals who are well prepared to provide exceptional customer service. Managing to business metrics such as sales, service levels, and staffing will be a key part of your responsibilities. You will manage projects and tasks assigned to your team while defining and measuring performance metrics. Creating excitement and maintaining high levels of morale through change are essential for leaders within CarMax.

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 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.
• Must be local to Kansas City.

Nice-to-haves

• Bilingual in English/Spanish is preferred.