This job posting has expired and no longer is available. Please explore other opportunities.

Manager, CEC Interaction Analytics

For 25 years, CarMax has led the way with an innovative, customer-centric way to buy and sell a used car. We are the nation’s largest retailer of used cars, with 25K+ associates and 200+ locations nationwide. With best-in-class financial performance, customer satisfaction, and Associate engagement, CarMax is well positioned for continued growth. To support this growth, CarMax is investing heavily in the development of our Customer Experience Centers (CECs) to create new iconic experiences for our customers. 


This position will join CEC Operations in the Richmond Home Office, specifically the Interaction Analytics team within Operations. The Interaction Analytics team is responsible for automating how we monitor interactions between CEC associates and customers. This involves maturing the way we evaluate these interactions and leveraging technology to provide insight into how our associates are performing and the experience we are providing our customers. We work as a collaborative team, set a high bar, and hold ourselves accountable for driving great results for our business. 


This work will fundamentally transform the future of CarMax, and we are looking for star players to help us drive results. This position will be in Richmond and will require minimal travel.


What you will do – Essential Responsibilities

Build and support CEC Strategy 

  • Use analytics to identify opportunities impacting the CEC organization and/or customer experience
  • Recommend projects/initiatives for the Interaction Analytics team roadmap
  • Work collaboratively to develop strategies and solutions that will make an impact
  • Stay current on CEC processes and ongoing developments 


Team Development 

  • Help to train and coach other team members on speech analytics software 
  • Hold self and team members accountable to meeting deadlines and reaching their full potential
  • Play an active role in associate development, providing timely and actionable feedback


Analysis & Reporting 

  • Play a lead role in CallMiner analytics (including the creation of categories, metrics, and scorecards)
  • Become the subject matter expert in CallMiner technology
  • Conduct analysis to support stakeholder needs and provide value-add recommendations
  • Automate and improve upon CarMax’s existing quality monitoring program
  • Ensure team’s analysis is accurate and detail-oriented
  • Ensure team’s reporting is fair, transparent, and actionable for associates and managers


Drive Testing and Execution 

  • Contribute to test design, measurement, and rollout
  • Communicate test results to various levels of the organization


Purpose of the role

The Manager, CEC Operations – Interaction Analytics will impact all aspects of our CECs. You will be tasked with deploying a program that both integrates with existing structures and creates new outlets for insights across all areas of the CEC. Your efforts will help our Customer Experience Consultants (CXCs), Customer Experience Assistants (CXAs), and Managers elevate their performance by equipping them with the performance information that will drive improvement and focus on a consistently iconic experience for our Customers. Along the way, you will have the opportunity to engage and support leaders in Sales, Operations, Strategy, Marketing and Product. 


Qualifications and Requirements

  • Minimum of five years’ experience in contact center operations, speech analytics, data analytics, consumer insights, change management or process improvement required
  • Minimum of 2 years’ experience managing teams and/or large initiatives
  • Demonstrated ability to convert objectives into actionable tasks, timelines and plans
  • Demonstrated ability to learn and manage technical systems (speech analytics systems preferred)
  • Knowledge of speech analytics best practices and industry utilization preferred
  • Demonstrated ability to build and grow partnerships across functional areas
  • Exceptional planning, analysis & decision-making skills
  • Ability to manage competing projects, tasks and demands while meeting tight deadlines
  • Experience developing and training other associates
  • Ability to present complex information and tailor to various audiences
  • Comfort working with ambiguity
  • Advanced level of proficiency with personal computers and Microsoft Office applications (Excel, Word, PowerPoint)

Subscribe to Job Alerts