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CARMAX Sr. Manager, Customer Experience Center Innovation and Initiatives in Richmond, Virginia

8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238

CarMax, the way your career should be!

About this job

For 25 years, CarMax has led the way with an innovative, customer-right 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 (CEC) to create new iconic experiences for our customers.

This position will join our CEC Operations team in the Richmond Home Office. The team is responsible for creating new ideas for how to improve our business and work in tandem with our field teams to bring these ideas to life. We define the CEC strategy, work as a collaborative team, and hold ourselves accountable to driving great results for our business. Some examples of this work include (1) Training and Development, (2) Workforce Management, (3) Innovation and (4) Process Improvement.

This work will fundamentally transform the future of CarMax. This position provides a strategic thinker, possessing strong analytical and leadership skills, the opportunity to play a major role in supporting a critical business area for CarMax’s continued growth. This position will be located in Richmond and will require up to 50% travel.

What you will do – Essential Responsibilities

Build and support CEC strategy:

  • Identify and analyze opportunities and develop solutions to drive impact in the CEC organization

  • Build and execute roadmaps to achieve strategic goals

  • Work collaboratively to prioritize and gain buy in for strategies and solutions

  • Hold team and self accountable to progress against strategic goals

Drive Testing and Execution

  • Develop clear testing strategy, including data requirements, timelines, and stakeholder management

  • Build teams for testing and manage unique tests, including presentation of findings to executive leadership

  • Drive successful tests into sustained practices through execution teams

Collaborate across teams and field leadership

  • Establish governance models to enable stronger cross functional planning

  • Own the change management process to create cultural awareness, desire, and tools to support change

  • Present to various leadership groups about progress

Purpose of the role :

Innovation / Strategic Initiatives

The Senior Manager of CEC Operations – Innovation and Initiatives will play a critical role in bringing new ideas and innovations to life across the centers. You will be tasked with understanding the needs of the business, owning the strategic planning process, and reporting progress against strategic goals to leadership teams.

Qualifications and Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Track record of strategic thinking and proven thought leadership

  • Exceptional decision-making skills to ensure we are considering both long-term and short-term impacts as they relate to our associates, finances, and customers

  • Ability to work with a high degree of independence, simultaneously leading multiple projects

  • Experience leading and developing a team of direct and indirect reports

  • Ability to motivate and influence across all levels of the organization

  • Passion for delivering results on strategic initiatives

  • Intellectual curiosity and ability to flex between big picture thinking and sharp attention to detail

  • 4+ years of business experience in management consulting, strategy, strategic program management

  • Demonstrate proficiency with Microsoft Word, PowerPoint and Excel

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 age, race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

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

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