CEC Manager: Lead a High-Impact Customer Experience Team

CarMax; Richmond (AL); Hybrid; USD 57,000 - 92,000; Full time

Benefits offered by this job

Bonus eligibility

Equity eligibility

Job summary

CarMax is seeking a Manager for the Customer Experience Center in Richmond to lead a 10–15 person team, drive performance against targets, and deliver an iconic customer experience. You will coach, collaborate with cross-functional peers, and ensure execution of Vital Behaviors while supporting a multi-time zone team.

The role requires strong leadership, sales background, and flexibility to work evenings/weekends with hybrid onsite 2x per week at the Richmond center in Virginia.

Qualifications

• High School Diploma, GED, or equivalent
• 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
• MDP completion for internal candidates
• Must reside within 1 hour of the Customer Experience Center
• Hybrid work location, onsite 2 times per week

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

Skills

People management

Sales experience

Communication

Motivation

Team leadership

Coaching

Collaboration

Flexibility

Education

High School Diploma

MDP completion (internal)

Tools

Genesys

Salesforce

Microsoft Suite

Job description

CarMax is seeking a Manager for the Customer Experience Center in Richmond to lead a 10–15 person team, drive performance against targets, and deliver an iconic customer experience. You will coach, collaborate with cross-functional peers, and ensure execution of Vital Behaviors while supporting a multi-time zone team.

The role requires strong leadership, sales background, and flexibility to work evenings/weekends with hybrid onsite 2x per week at the Richmond center in Virginia.