Analyst, Central Business Operations

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

CarMax, the way your career should be!

About this job

CarMax is seeking an analyst in Central Business Operations at our Home Office in Richmond, Virginia. This role plays a critical part in making inventory saleable for CarMax and providing great service to our Customers, Associates and Partners. Analyst Associates utilize strong analysis and decision-making skills to identify process improvement opportunities, develop department reporting, and support other critical operating needs. Central Business Operations is a collaborative and highly motivated team. Associates have the opportunity to hone their teamwork skills, gain knowledge about the CarMax business, and grow within the company.

Essential Responsibilities

Customer Service

• Work independently to provide exceptional customer service to CarMax Customers, Associates and partners
• Be the primary individual responsible for the intake of select inquiry calls/emails and bringing all issues to resolution without Manager intervention
• Collaborate directly with partners and store teams to resolve issues; escalate ongoing patterns/concerns to appropriate senior leadership (Management, regional teams, CLT/FLT/PLT)

Process and Performance Improvement

• Independently drive process improvement initiatives by mining data and creating recommendations
• Evaluate data collected to provide performance-based feedback and create individual action plans
• Identify technical and training enhancements to improve field and department performance
• Leverage real-time analysis and decision-making to resolve issues and partner with Managers as appropriate
• Analyze incoming volume to create and execute a daily plan of action

• Support robotics automation efforts with analysis and data as needed
• Serve as a mentor to develop Associates

Analysis and Assessment

• Mine and analyze business and Central Business Operations data, create tools and reports that support the Central Business Operations team and business partners in making sound decisions

• Present weekly analysis on Associate performance and key initiatives to support senior leadership decision-making
• Develop high-level analysis with value-added assessments and recommendations
• Support cross-departmental projects in Business Operations when there is an analytical expertise needed

Purpose of the role

The Analyst role in Central Business Operations is responsible for independently supporting critical customer service, team and business analytics needs. This role will likely interface across departments, including Merchandising, Auction Services, Business Operations, Service Operations, Customer Relations, Technology and Product Teams. This role will be required to partner with other analysts' and business leaders to understand the business needs, serve customers and Associates, and improve processes. Analysts will provide guidance as it relates to technical knowledge and skill, assist with onboarding, training, projects, daily team execution, and actively identify opportunities for process improvement.

Qualifications and Requirements

• Minimum of 2+ years of business or store experience
• Report building experience preferred
• Microsoft Excel and Access experience required
• High school diploma or equivalent required, some post-secondary education preferred
• Onsite work in our corporate Home Office required, roles may be fully onsite or hybrid dependent on AOR

• Ability to think organizationally when approaching problems; keeps the larger picture in mind
• Ability to conduct root cause analysis and develop innovative solutions
• Ability to complete tasks in a timely manner while balancing time, multi-tasking & interruptions
• Ability to use functional knowledge while serving as a resource for corporate and field teams, as well as external partners
• Ability to build and maintain strong relationships

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, gender expression, genetic information, national origin, protected veteran status, disability status, and any other characteristics protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.