IT Team Manager (CRM)

We always knew there had to be a better way to buy used cars. One that would make the process easy and fun. So we created CarMax, and we've been changing the way America buys cars since we opened our first store in Richmond, Virginia in 1993.

The IT Customer Relationship Management (CRM) Train is a grouping of 2 Agile teams. The train is responsible for enabling a 360-degree view of a customer during the entire customer journey. This will enable CarMax sales consultants to better engage and follow up with leads, provide streamlined customer issue resolution, and enhance CarMax's loyalty program for our 150+ CarMax Store locations. If you are looking for a fast-paced, high energy opportunity to lead multiple software-as-a service integration teams, this position is perfect for you. This train operates within the Scaled Agile Framework and delivers continuous value to the Sales Value Stream. These teams will help drive the bottom line sales of a growing Fortune 500 $12.5 billion dollar company. The Team Manager is responsible for managing a team of associates through development; the oversight of support ; the oversight of the team's strategic mission within IT; ensuring the team's collaboration throughout IT; and, ensuring positive interaction with internal and external customers. The position requires strong interpersonal, communication, organizational and managerial skills. The Team Manager is responsible for implementing the mission of their team and influencing the strategic vision and goals of their team through the successful work of their team members. The Team Manager is responsible for the support of all systems within their team's area of responsibility. This includes ensuring that the team is focused on strong customer service, collaborating to successfully resolve conflict with a win-win resolution and that the team's efforts consistently meet CarMax®: business requirements, direction, and standards.

PRIMARY DUTIES AND RESPONSI BILITIES Team Management * Responsible for interviewing, selecting and training associates * Must effectively resolve associate matters * Responsible for day-to-day tactical team decisions * Required to manage multiple tasks and projects simultaneously * Accountable for team's use and adherence to the CarMax®: methodology * Create/maintain team staffing and scheduling, to include time tracking * Demonstrated ability to schedule and execute hardware and software releases * Demonstrated ability to prioritize and assign tactical requests to the team Associate Development * Responsible for associate development to include providing courageous leadership, motivation to improve team dynamics, mentorship in order to assist the growth of team members and constructive feedback on associate's work * Responsible for frequent associate File Reviews * Effectively provide associate feedback by writing and delivering Annual Performance Reviews * Working with associates to collaboratively establish an Individual Development Plan and review them on a timely basis * Ability to track associate performance and provide them with appropriate feedback Leadership * Leads team through obstacles and time constraints to overcome barriers and successfully deliver results * Influences the work of others to drive department goals and initiatives to successful completion through effective team and project management, customer interaction and IT coordination Production Support * Participates in 24x7 on-call rotation as a backup for the team and during crisis situations * Provides technical experience related to the position * Ensures that support problems and errors are tracked to ensure appropriate future handling * Lead incident reporting to include postmortems which involves prioritizing enhancements to reduce that support; scheduling support rotations; ensuring that the ticket queues are appropriately managed; and assisting with critical outages at any time Design and Review * Active participant in project design meetings providing vision and guidance * Applies technical knowledge in specialty areas for position Customer Interaction / Business Knowledge * Act as the key liaison with the customer community and consistently builds positive relationships with customers and contacts in supported business areas * Interact with the customer including understanding of requirements and proposed solutions * Must courageously influence the processes and barriers to projects in order to best represent the customers' requirements and needs * Must continually seeks opportunities to increase internal customer satisfaction and deepen client relations

QUALI FICATIONS: To perform this position successfully, an individual must be able to consistently execute each essential duty & responsibility as well as consistently show proficiency with the following qualifications. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Demonstrated leadership skills - can apply clear direction and priorities to the team * Demonstrated ability to provide vision - into the big picture * Serves as a role model and leads by example * Ability to inspire and motivate the team * Ability to implement new policies and procedures effectively * Promotes a customer focused team * Promotes associate responsibility through work ownership and engagement * Can effectively address tough issues in a timely manner * Is results focused and has demonstrated a consistent ability to deliver solutions on-time and with high quality * Proven project management skills with proven ability in leading medium to large sized project teams (often multiple projects simultaneously) TECHNICAL QUALIFICATIONS: Preferred experience and skills for the specialized area of responsibility: * (+ CRM / AGILE) Qualifications: * The CRM Team Manager must come from a strong functional or technical background and will work with team members and CarMax business partners in the integration and delivery of customizations generally related to CRM. The CRM Team Manager must have the ability to lead multiple teams of technical resources through the entire life cycle of a project. * Recent project experience in implementing a large CRM platform * Outstanding vendor relationship skills * Detailed working knowledge of CRM and customizations * 2+ years of Agile experience * Certification in a large CRM platform - preferred * Agile certification - preferred Education and/ or Experience: * Years of experience * 7+ years of applicable IT experience Business knowledge 2-3 years of business knowledge is preferred * Education preference * 4 year degree in IT related course of study Computer skills * Preferred experience in appropriate Specialty Area of IT (see Technical Qualification section) * Related skills * 1-3 years of leadership experience preferred Language Skills: * Ability to communicate and collaborate with the business users and customers in order to have their tasks addressed in a manner that builds positive customer relations. This collaboration can also include assessing alternative approaches with recommendations to senior IT management and chairing cross team meetings to ensure that all teams have the appropriate opportunity to influence the outcome. * Ability to communicate the company's mission and gain buy-in with associates * Exhibit excellent written and verbal communication skills * Ability to influence and communicate effectively with IT management * Ability to lead meetings between business users and IT to define and document business requirements * Ability to demonstrate tact and empathy with business users and associates * Consistently conveys a professional and positive image in all situations * Presents thoughts and ideas in an organized manner * Documents findings and solutions that address business needs * Communicates technical concepts and ideas in a business friendly manner * Consistently displays experience in presenting alternative solutions to IT management and business users * Consistent ability to lead meetings and discussions in order to gain consensus and establish direction * Possess effective presentation and delivery skills as well as the ability to adjust presentations to match appropriate audiences Mathematical Skills: * Demonstrated ability in statistical analysis, advanced calculations, and reporting * Ability to report IT systems operating times * Demonstrated ability to gather, evaluate and present performance metrics and benchmarks in order to resolve or prevent system problems * Participates in the budgeting process to identify the Total Cost of Ownership in order to assist in purchasing decisions * Ability to develop a strategy, gather, and access business benefit or ROI (Return on Investment) for a request * Ability to calculate Net Present Values as part of project evaluations Reasoning Ability: * Expert ability to understand the business principles and priorities of the supported business channel * Ability to quickly apply deductive reasoning to problem solve * Ability to make decisions in the face of a crisis * Conveys a sense of urgency and responsibility to associates and customers * Ability to facilitate conference calls for high severity incidents in a manner to restore service in a timely manner * Ability to manage a crisis situation using analytical and organizational skills * Ability to responsibly analyze and assess risk when making decisions * Effective at estimating the time in effort and duration to accomplish requested tasks * Ability to estimate long term impact when making recommendation and decisions