Manager, Customer Experience Center

CarMax - Raleigh, NC

Full-time - Manager

Remote - Raleigh, NC

5,001-10,000 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. Creating excitement and maintaining high levels of morale through change are essential for leaders within CarMax. You will manage projects assigned to your team, while defining and measuring performance metrics.

Responsibilities

• 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.
• 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 on-board world-class sales professionals who are well prepared to provide exceptional customer service
• Manage to business metrics (sales, service levels, staffing, etc.)
• 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 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
• Current CarMax associates must have successfully completed MD
• Must live within a 60 minute commute of the Raleigh Customer Experience Center

Nice-to-haves

• Bilingual in English/Spanish is preferred

Benefits

• 401K Plan with matching contributions
• Health Insurance
• Employee Discounts
• Tuition Assistance
• Employee Assistance Program (EAP)