Customer Experience Center Manager: Lead a High-Impact Team

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

Benefits offered by this job

Bonus potential

Equity eligibility

Job summary

CarMax in Richmond, VA is seeking a Manager, Customer Experience Center (CEC) to lead a 10–15 person team of Customer Experience Consultants. You will inspire performance, coach for results, and ensure an iconic customer experience across daily operations.

This full-time role requires onsite work two days a week in a hybrid environment, supports a multi-time zone team, and offers a salary range of $57,300–$91,700 with potential bonus or equity.

Qualifications

• Minimum of 3 years of people management experience.
• At least 2 years of sales experience with proven results.
• Excellent communication skills, verbal and written.
• Hybrid work location; onsite 2 times per week.
• Must reside within 1 hour or 100 miles of the Customer Experience Center.

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

Remote work capability

Education

High School Diploma or GED

MDP (internal candidates)

Tools

Genesys

Salesforce

Microsoft Suite

Job description

CarMax in Richmond, VA is seeking a Manager, Customer Experience Center (CEC) to lead a 10–15 person team of Customer Experience Consultants. You will inspire performance, coach for results, and ensure an iconic customer experience across daily operations.

This full-time role requires onsite work two days a week in a hybrid environment, supports a multi-time zone team, and offers a salary range of $57,300–$91,700 with potential bonus or equity.