CarMax, Inc.
• $63K — $101K *Qualifications
Responsibilities
Benefits
Position Overview
As a Manager, Customer Experience Center (CEC), you will lead a high-performing team of 10–15 Customer Experience Consultants who represent CarMax to our customers every day. Your leadership will inspire and motivate associates to deliver an iconic customer experience, even during times of change. You will oversee and drive your team’s execution against defined performance metrics, ensuring operational excellence through collaboration and coaching. At CarMax, we attribute our success to putting people first and doing what’s right. Your role will directly impact customer satisfaction and business performance by guiding your team to execute our Vital Behaviors and partner effectively with peers, other CarMax locations, and center leadership.
Role Responsibilities
Guide associates in delivering an exceptional customer experience, including vehicle selection, finance applications, and service plan explanations
Build a highly engaged team culture through collaboration, transparency, and motivation
Provide ongoing coaching and feedback to maintain performance and drive sales results
Monitor and manage daily business performance across the team to support targets, ensure consistent execution, and drive operational results
Oversee projects and tasks assigned to your team, ensuring timely and accurate execution
Champion CarMax values and initiatives to foster a customer-first environment
Required Qualifications
High School Diploma, GED, equivalent certification, or military experience
Minimum of 3 years of people management experience
At least 2 years of sales experience with proven results
Ability to motivate, inspire, and gain buy-in from team members
Flexibility to support a remote, multi-time zone team
Flexibility to work evenings and weekends to support location operations
Excellent communication skills, both verbal and written, for interactions with associates and customers.
Completion of MDP for internal candidates
Must reside within 1 hour or 100 miles of the Customer Experience Center
Hybrid work location, requires CEC onsite work 2 times each week.
Preferred Qualifications
Bilingual in English/Spanish
Proficiency in modern Contact Center technology such as Genesys, Salesforce, Microsoft Suite
The annual salary for this position is:
$63,100.00 - $101,000.00May be eligible for bonus and equity.
Benefits:
Except as otherwise required by state law, CarMax Associates are entitled to the following paid sick, vacation, and holiday time.
Associates that are considered full-time hourly or commission/incentive eligible:
Associates considered full-time salaried are entitled to paid time away with no specified limit as needed for sick, vacation, bereavement, jury duty, holidays, floating holiday, etc. subject to manager approval.
For more details about benefits, please visit our website.
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