Carmax
Manager,ConversationalIntelligence&Analytics
“Manager, Conversational Intelligence & Analytics at Carmax. Skills: Interaction analytics, Speech analytics, Data analytics, Leadership. Develop and execute interaction analytics strategies. Analyze data to identify trends and opportunities”
What You'll Achieve.
Improve customer experience; Improve operational performance; Elevate performance across all levels of the organization; Deliver a consistently iconic customer experience; Driving measurable impact on customer satisfaction and business performance
Industry & Context.
Analysis; Decision-making abilities
Authorized to work in the United States on a full-time basis, Work onsite 4 days per week
What They're Looking For.
Must Have
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, 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)
Nice to Have
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
What You'll Do.
Develop and execute interaction analytics strategies
Analyze data to identify trends and opportunities
Recommend impactful projects and initiatives
Lead roadmap planning for Interaction Analytics
Collaborate across departments to implement solutions
Train and coach team members on speech analytics tools
Ensure accuracy and transparency in reporting
Communicate insights and test results effectively
How You'll Work.
Team & Collaboration
Collaborate with teams in Sales, Operations, Strategy, Marketing, and Product; Collaborate across departments to implement solutions; Building cross-functional partnerships and driving collaboration
Communication Scope
Communicate insights and test results effectively to stakeholders at all organizational levels
Process & Methodology
Translate objectives into actionable plans and timelines, Lead roadmap planning
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