Hybrid Customer Experience Center Manager

CarMax; Richmond (VA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

CarMax in Richmond, VA is seeking a Manager, Customer Experience Center to lead a 10–15 person team of Customer Experience Consultants, delivering iconic service and driving performance through coaching and collaboration.

You will guide execution of Vital Behaviors and oversee daily metrics, collaborating with center leadership to maintain an outstanding customer experience across shifts and locations.

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.

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

Leadership

Communication

Remote team coordination

Education

High School Diploma or equivalent

Tools

Genesys

Salesforce

Microsoft Office Suite

Job description

CarMax in Richmond, VA is seeking a Manager, Customer Experience Center to lead a 10–15 person team of Customer Experience Consultants, delivering iconic service and driving performance through coaching and collaboration.

You will guide execution of Vital Behaviors and oversee daily metrics, collaborating with center leadership to maintain an outstanding customer experience across shifts and locations.