Retail Customer Service Manager

Position OverviewAs 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.

Check out the role overview below If you are confident you have got the right skills and experience, apply today.
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 ResponsibilitiesGuide associates in delivering an exceptional customer experience, including vehicle selection, finance applications, and service plan explanationsBuild a highly engaged team culture through collaboration, transparency, and motivationProvide ongoing coaching and feedback to maintain performance and drive sales resultsMonitor and manage daily business performance across the team to support targets, ensure consistent execution, and drive operational resultsOversee projects and tasks assigned to your team, ensuring timely and accurate executionChampion CarMax values and initiatives to foster a customer-first environment
Required QualificationsHigh School Diploma, GED, equivalent certification, or military experienceMinimum of 3 years of people management experienceAt least 2 years of sales experience with proven resultsAbility to motivate, inspire, and gain buy-in from team membersFlexibility to support a remote, multi-time zone teamFlexibility to work evenings and weekends to support location operationsExcellent communication skills, both verbal and written, for interactions with associates and customers. xzbcwsv Completion of MDP for internal candidatesMust reside within 1 hour or 100 miles of the Customer Experience CenterHybrid work location, requires CEC onsite work 2 times each week.
Preferred QualificationsBilingual in English/SpanishProficiency in modern Contact Center technology such as Genesys, Salesforce, Microsoft Suite