Hybrid CX Center Manager - Lead & Elevate Team Performance

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

Job summary

CarMax is seeking a Manager for the Customer Experience Center (CEC) to lead a 10–15 person team of Customer Experience Consultants and drive an iconic customer experience. You will coach the team to achieve performance metrics and collaborate across centers and leadership to ensure operational excellence.

The role requires at least 3 years of people management, 2+ years of sales success, strong communication, and flexibility to support a remote, multi-time zone team with onsite presence twice

Qualifications

• 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.
• Hybrid work location and onsite 2 times per week; must reside within 1 hour or 100 miles of the center.

Responsibilities

• Guide associates in delivering a superior customer experience across vehicle selection, financing, and service plans.
• 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

leadership

communication skills

remote collaboration

hybrid work

MDP completion

Education

High School Diploma, GED, equivalent certification, or military experience

Tools

Genesys

Salesforce

Microsoft Suite

Job description

CarMax is seeking a Manager for the Customer Experience Center (CEC) to lead a 10–15 person team of Customer Experience Consultants and drive an iconic customer experience. You will coach the team to achieve performance metrics and collaborate across centers and leadership to ensure operational excellence.

The role requires at least 3 years of people management, 2+ years of sales success, strong communication, and flexibility to support a remote, multi-time zone team with onsite presence twice