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

CarMax, the way your career should be!

About The Team

The Interaction Analytics team provides critical conversational intelligence for CarMax’s Customer Experience Centers (CECs). The CECs play a key role in CarMax’s omnichannel experience by providing exceptional service to customers needing assistance via phone, text or chat while shopping remotely for a vehicle. Interaction Analytics joins our larger Retail Operations team in supporting the operations for over 10,000 Retail associates nationwide.

Our team tackles this work while ensuring we are a great representation of CarMax’s 4 core values:

Do the Right Thing: We prioritize maintaining the culture of integrity which has set CarMax apart in the used car industry, and promote a respectful and inclusive environment at work

Put People First: We’re focused on nurturing associate development and on maintaining a healthy work culture, while also making sure our customers are offered a great experience

Win Together: Teamwork is essential to what we do; we regularly learn from each other and draw on each other’s expertise and perspectives

Go for Greatness: We continually improve our abilities and the products that we support, to reinforce CarMax’s position as the industry leader

About The Role

The Interaction Analytics team leverages technology and conversation analytics 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 the business.

As a Manager of Interaction Analytics, your efforts will help our CEC Associates and Managers elevate their performance and provide a consistently iconic experience for our customers. You will leverage data, analytics, and strategy to identify opportunities for our CECs to deliver value and contribute to CarMax’s Retail vision. Along the way, you will have the opportunity to work with business partners across Sales, Operations, Strategy, Marketing and Product.

What You Will Do – Essential Responsibilities

Build and support CEC Strategy

• Be a thought leader who influences the strategy and operation of our Customer Experience Centers

• Use cutting edge technology and conversation intelligence solutions to derive insights from customer interactions

• Use analytics to identify opportunities impacting the CEC organization and/or customer experience

• Generate value-creating ideas and work with business partners to prioritize and activate against these ideas

• Recommend projects/initiatives for the Interaction Analytics team roadmap

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

• Automate and enhance Quality Monitoring practices to understand associate behavior trends at scale

• Manage a suite of reporting that holds associates and teams accountable and elevates the customer experience

• Use best-in-class analytical tools to measure performance and drive improvement

Drive Testing and Execution

• Engage with Retail Leaders to ensure successful deployment of change initiatives

• Communicate test results to various levels of the organization

Qualifications and Requirements

Ability to consistently deliver at a high level on the responsibilities listed above. Requirements listed below are representative of the knowledge and skills required:

• A track record of excellent problem solving, strategic thinking, and quantitative/qualitative analysis

• Experience conducting large scale data analysis to support conclusions, and a willingness to gain proficiency in data analysis tools such as SQL or Tableau

• Ability to learn and manage technical systems (CallMiner or other speech analytics systems preferred)

• Knowledge of speech analytics best practices preferred

• Ability to manage competing projects, tasks and demands while meeting tight deadlines

• Ability to communicate complex topics to people with varying backgrounds

• Ability to convert objectives into actionable plans and timelines

• Willingness and enthusiasm to collaborate across functional areas

• Five or more years of experience in an analytical or strategic role

• Two or more years of experience managing teams and/or large initiatives

• Four-year undergraduate degree with strong academic performance

Work Location and Arrangement : This role will be based out of the Richmond, VA Office and has a Hybrid work arrangement

Work Authorization: Applicants must be currently authorized to work in the United States on a full-time basis.

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®.

Our Commitment to Diversity and Inclusion:

CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment.

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.