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CARMAX Sr. Manager, Servicing Strategy in Kennesaw, Georgia

9002 - Carmax Auto Finance - 225 Chastain Meadows Ct NW, Kennesaw, Georgia, 30144

CarMax, the way your career should be!

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Sr. Manager, Servicing Strategy

Carmax Auto Finance, Kennesaw, GA

About this job

At CarMax Auto Finance, we put the needs of our customers and associates first, while supporting our retail division in their quest to make the car buying experience iconic. As a Sr. Manager in customer servicing, you will be integral in driving strategic and technological innovations and improvements in Customer Servicing and Fulfillment in our Auto Finance division. By improving our strategies to better serve our customers, the Strategy Manager will also be instrumental in streamlining work processes, thereby driving optimal associate engagement. This role is critical in ensuring the company is providing best in class service to our customers with the goal of exceeding customer expectations, while operating with optimal efficiency, compliance, and accuracy.

What you will do

Develop, enhance and refine best practices for implementation and deployment to achieve desired business results in partnership with Customer Servicing, Risk Analytics, Legal/Compliance, IT, Decision Support, Learning and Business Review (entry to exit).

  • Manage and coordinate project plans, project deliverables, establishing milestones, and develop plans and drive the team to execute to the plan to ensure the achievement of the intended strategic business results for all assigned areas.

  • Establish and evaluate tests of new process designs and measure changes to validate performance; Maintain process documentation and procedure/job aid changes

  • Create and provide accurate and up to date reporting/tracking dashboards for new and/or enhanced strategies, ensure the monitoring and tracking of key event metrics (test vs. control environments), and ongoing performance

  • Keep all parties informed of decisions/milestones/updates on overall business area progress with regards to implementation and rollout (could span across multiple projects)

  • Maintain knowledge on the latest industry strategies and practices

  • Oversight/support of remediations and action plans for Compliance, Audit, & Quality Assurance (Business Review)

  • Effectively select, train, manage and develop a team of project management, change management, and continuous improvement practitioners

Purpose of the role

An ideal candidate for this role will have an innate ability to anticipate needs, defining innovative solutions to improve the business, lead courageously, champion change, and effectively motivate & influence others to strive for strategic innovations and improvements. The ideal candidate will be able to work effectively in a team based collaborative environment. In this role, strong interpersonal skills are a must to successfully motivate teams and partners on a day to day basis. Strong communication skills ensure the team and partners know what is expected of them at any point in time. The successful candidate will apply project management, change management, and continuous improvement practices within Carmax Auto Finance and have the ability to utilize strong analytical skills, use statistics/metrics to draw conclusions and solutions, and the ability to assimilate new information expeditiously.

Qualifications and Requirements

  • Bachelor’s degree and/or 7+ years of related management experience

  • Experience in leading organizational change management

  • Proficiency with Microsoft Office Suite

  • Outstanding project management skills, Six Sigma and/or Lean certification preferred

  • Experience in a customer service-oriented business or contact center environment preferred

  • Proven ability to stay in step with technological innovations affecting the company and industry, and recognizing opportunities to improve strategically

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