Lead Business Operations Associate

Summary:

Peer leader and mentor to Business Operations Associates, responsible for delegation and follow-up of assigned work, processing and review of paperwork associated with sales and appraisal purchases, and providing and modeling iconic customer service.

Essential Duties and Responsibilities:

• Performs all essential duties and responsibilities of Business Operations Associate at a successful level as needed.
• Participates in the “Manager on Duty” role – responsible for delegating and directing the Business Office workflow including customer facing and non-customer facing tasks, answering questions related to transactions, and following up on assigned tasks.
• Participate and/or lead weekly leadership calibration discussions (LAB Meetings) and develops plans for observing Associate performance and addressing individual developmental needs.
• Mentors, coaches, and develops Associates in the Business Office to improve performance and grow next-level talent.
• Serves as the functional expert for state-specific and CarMax process knowledge, to reinforce execution and navigate complex problem-solving.
• Provides iconic customer service by listening, answering customer questions and resolving escalated customer concerns.
• Collaborates between store and Home Office teams to reconcile critical accounting, compliance, and customer service functions.
• Assesses risk in Asset Protection reviews and approves store cash handling procedures.
• Assists store personnel, other locations, and all store departments in their daily functions while adhering to CarMax guidelines.

Qualifications:

Work requires ability to:

• Model what good looks like when interacting with Associates, customers and vendors
• Create maintain a positive work environment
• Delegate effectively in order to meet deadlines
• Follow up with Associates inside and outside of the Business Office
• Make decisions using independent and sound judgment
• Resolve customer and associate concerns
• Read, interpret and transcribe data in to maintain accurate records
• Understand numeric filing system
• Use word processing, spreadsheet and other programs, displaying intermediate PC skills
• Multi-task in a high energy, fast-paced work environment
• Lift objects that weigh as much as 15-20 lbs
• Speak and listen effectively while working with internal and external customers in person and over the phone
• Complete CarMax provided training, allowing for cross-training and full coverage of Business Office

Working Conditions:

• Pleasant but noisy office environment
• May require walking or standing for extended periods of time
• Flexible work hours with opening and closing shifts that includes nights, weekends, holidays
• Wears CarMax clothing (acquired through the company) at all times while working in the store

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