Manager, CEC
Core
Lead a high-performing team of 10–15 Customer Experience Consultants to deliver an iconic customer experience and drive sales results for used car retail.
Role type
Manager, Customer Experience Center (CEC)
Builds
Customer experience operations and sales performance for used car retail
Domain
Automotive retail / Customer service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
People management, sales experience, team coaching, performance monitoring, project oversight, operational execution
Preferred skills
Bilingual (English/Spanish), Contact Center technology proficiency (Genesys, Salesforce, Microsoft Suite)
Responsibilities
Guide associates in delivering 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
Seniority
Manager, hands-on leadership