Director, Contact Center Technology
CarMaxAbout the role
ABOUT THIS JOB:
The Director, Technology provides technology solutions and services that help deliver CarMax’s strategic mission and plans. This position directs and manages the strategic planning, software development, SaaS configuration, administration and maintenance for a large suite of application systems and solutions.
This includes development of long and short-term technology solutions that address business goals and deliver improved profitability, efficiency and an unrivaled customer experience. The position partners with the following business areas: Retail, Customer Experience, Customer Relations, Service Operations, among others.
ESSENTIAL RESPONSIBILITIES:
Strategic planning and results focus
- Identify the appropriate goals for the teams that will achieve enterprise objectives
- Prioritizing objectives and provide a holistic approach to solution recommendations that includes ROI, time to market, scalability as well as alternative recommendations
- Deliver on commitments by being results focused and efficiently leveraging team talent
Communication
- Strong interpersonal skills are required to develop the vision by partnering with business partners, peer groups, the IT management team and key employees.
- Present the vision to executive management at the appropriate level of detail.
- Communicate the vision in a way that clarifies the direction for the team to support the strategic direction.
Team Leadership and Development
- Attract, recruit and retain a strong bench of skilled and engaged associates
- Coach associates to deliver on the overall team vision
- Create clear role expectations and leverage industry standards to move the practices forward
- Develop associates to reach their full potential – understand their goals and needs, partner in their development, provide advice, feedback, training and advocacy
- Manage resourcing for product roadmap that aligns with business need
Technology
- Possess an in-depth knowledge and stays current with industry trends in: software languages, application development principles and best practices, AI, and implementation and management of SaaS solutions.
- Formulate a technology plan for each business area based on in-depth understanding of the current needs of the business, the future direction of the business and the road map of the technology.
QUALIFICATIONS AND REQUIREMENTS:
- Passionate about information technology
- Persuasive communicator – able to explain complex or intangible concepts to stakeholders at all levels
- Good listener – weighs input from multiple perspectives when forming opinions and recommendations
- Collaborative and team oriented work approach
- Experience gaining consensus among a large, diverse group of stakeholders
- Experience managing, training and mentoring others in IT SaaS platforms, specifically contact center tech.
- Able to easily motivate and inspire team members, peers, stakeholders and executives
- Innovative; thinks beyond boundaries
- Analytical; solves problems at root cause and prioritizes effectively
- Continuous learner and improvement mentality; never satisfied
- Comfortable speaking to large audiences and executives
- Flexible and open-minded; proactively seeks input from others
- Entrepreneurial drive and spirit; enjoys working in a fast-paced environment
- Handles constructive criticism with ease; adapts easily and efficiently to change
- BA/BS Degree required. Master’s Degree a plus
- 10+ years of experience in Information Technology with 7+ years of application systems development and implementation
- 5+ years’ experience managing direct reports
- Experience with lean/agile development processes
- Experience with Genesys Cloud preferred
Work Location and Arrangement: This role will be based out of the CarMax Home Office in Richmond, VA and have a Hybrid work arrangement
Work Authorization: Applicants must be currently authorized to work in the United States on a full-time basis. Sponsorship will not be considered for this specific role.
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
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