Manager, CEC

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, the way your career should be!

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.

Why CarMax?

At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and our associates help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. Whether you’re advancing your career or growing your skillset, we are here to drive you forward.

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:

$57,300.00 - $91,700.00

May 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:

• To earn up to 48 hours of sick time per year accrued on a per pay period basis and between 80 hours and 200 hours per year of vacation time after a 90 day waiting period depending on years of continuous service with the Company.
• For 8 hours of pay for each of a total of 6 paid scheduled holidays per year plus 1 floating holiday. If such an Associate does work on a scheduled holiday due to business need, they are eligible for Holiday Premium Pay.

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 CarMax Benefits website.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.