Manager, Conversational Intelligence & Analytics at CarMax · Richmond

Manager, Conversational Intelligence & Analytics Location: Corporate - Richmond 8116 - Midtown Office - 2220 W. Broad Street, Richmond, Virginia, 23220 CarMax, the way your career should be! Manager, CEC Interaction Analytics Position Overview As a Manager, CEC Interaction Analytics, you will lead initiatives that transform how CarMax evaluates and improves customer interactions within our Customer Experience Center (CEC) and with Skye virtual assistants. Your role will focus on deploying innovative analytics programs that leverage generative AI and speech analytics technology to create new insights and elevate performance across all levels of the organization. By leveraging data-driven strategies, you will empower associates, leaders, and product teams to deliver a consistently iconic customer experience, whether that be through our associates or AI agents. This position offers the opportunity to collaborate with teams in Sales, Operations, Strategy, Marketing, and Product, driving measurable impact on customer satisfaction and business performance. 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 it’s our associates that help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. This is where innovation meets passion – be inspired and supported to take us to the future. Team Overview You will join the Retail Strategy team, specifically the Interaction Analytics group, which is responsible for automating and enhancing how we monitor and evaluate interactions with our customers. Our team leverages cutting-edge technology to provide actionable insights that improve the customer experiences we provide through our associates and CarMax virtual assistants. We set a high bar for collaboration, accountability, and results, ensuring every interaction reflects CarMax’s commitment to excellence. Role Responsibilities Develop and execute interaction analytics strategies to improve customer experience and operational performance. Analyze data to identify trends and opportunities, recommending impactful projects and initiatives. Lead roadmap planning for Interaction Analytics and collaborate across departments to implement solutions. Train and coach team members on speech analytics tools and best practices. Ensure accuracy and transparency in reporting and quality monitoring programs. Communicate insights and test results effectively to stakeholders at all organizational levels. Required Qualifications 5+ years of experience in contact center operations, speech analytics, data analytics, consumer insights, strategy, or consulting. 2+ years of leadership experience, managing teams or large-scale initiatives. Proven ability to translate objectives into actionable plans and timelines. Strong skills in building cross-functional partnerships and driving collaboration. Exceptional planning, analysis, and decision-making abilities with attention to detail. Ability to manage multiple priorities under tight deadlines and adapt to ambiguity. Advanced proficiency in Microsoft Office applications (Excel, Word, PowerPoint). Preferred Qualifications Ability to learn and manage technical systems, with speech analytics experience preferred. Knowledge of speech analytics best practices and industry applications. Advanced knowledge of SQL, Tableau, and/or PowerBI preferred. Work Location and Arrangement: This role will be based out of the CarMax Midtown Office (Richmond, VA) and associates will work onsite 4 days per week. Work Authorization: Applicants must be currently authorized to work in the United States on a full-time basis.  Sponsorship will not be considered for this specific role About CarMax At CarMax, we revolutionized the used car buying experience over 30 years ago by introducing transparency and integrity into the process. Our commitment to customer experience, innovation, and community has made us the nation’s largest used car retailer. With over 250 store locations and over 30,000 associates, we are proud to have been recognized as one of the Fortune 100 Best Companies to Work For® and are committed to helping our communities thrive. As an associate, you are part of an innovative movement to empower the modern customer and drive progress. Your work fuels change—sparking ideas, overcoming challenges, and shaping what’s next. Join us in creating a better future– for our company, our customers, and the communities we call home. 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. Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.