Manager, CEC Interaction Analytics

Job description

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...