Carmax
Manager,ConversationalIntelligence&Analytics
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“Manager, Conversational Intelligence & Analytics at Carmax. Skills: Interaction analytics, Speech analytics, Customer experience. Develop interaction analytics strategies. Execute interaction analytics strategies”
What You'll Achieve.
Elevate performance; Deliver iconic customer experience; Drive measurable impact
Industry & Context.
Identify trends; Identify opportunities; Decision-making
What They're Looking For.
Must Have
5+ years contact center operations, 5+ years speech analytics, 5+ years data analytics, 5+ years consumer insights, 5+ years strategy, 5+ years consulting, 2+ years leadership experience, Translate objectives into plans, Build cross-functional partnerships, Drive collaboration, Exceptional planning abilities, Exceptional analysis abilities, Exceptional decision-making abilities, Manage multiple priorities, Adapt to ambiguity, Advanced Microsoft Office proficiency
Nice to Have
Learn and manage technical systems, Speech analytics experience preferred, Knowledge of speech analytics best practices, Knowledge of industry applications, Advanced SQL knowledge preferred, Advanced Tableau knowledge preferred, Advanced PowerBI knowledge preferred
What You'll Do.
Develop interaction analytics strategies
Execute interaction analytics strategies
Improve customer experience
Improve operational performance
Analyze data for trends
Analyze data for opportunities
Recommend impactful projects
Recommend impactful initiatives
Lead roadmap planning
Collaborate across departments
Ensure accuracy in reporting
Ensure transparency in reporting
Ensure accuracy in quality monitoring
Ensure transparency in quality monitoring
Communicate insights to stakeholders
Communicate test results to stakeholders
How You'll Work.
Team & Collaboration
Collaborate with Sales; Collaborate with Operations; Collaborate with Strategy; Collaborate with Marketing; Collaborate with Product; Cross-functional teams
Communication Scope
Communicate insights; Communicate test results
Process & Methodology
Roadmap planning
Full 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 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 int
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