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Job Information

CARMAX Manager, Product Development - Digital CRM (Marketing Cloud) in Richmond, Virginia

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

CarMax, the way your career should be!


The Manager is responsible for managing a team of associates through development; the oversight of support; the oversight of the team’s strategic mission within Technology; ensuring the team’s collaboration throughout Technology; and ensuring positive interaction with all customers and external partners. The position requires strong interpersonal, communication, organizational and managerial skills. The 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 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.


CarMax is looking for an experienced product development manager to lead the digital CRM team that is responsible for B2B and B2C communication with email and SMS utilizing Salesforce Marketing Cloud.


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 through regular objective reviews and by writing and delivering Annual Performance Reviews

  • Working with associates to collaboratively establish an Individual Development Plan and review them on a timely basis

  • Track associate performance and provide them with appropriate feedback


  • 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

  • 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 ongoing 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


  • Salesforce Marketing Cloud experience for both transactional and marketing notification with Email and SMS

  • Experience with marketing cloud connect

  • Identify opportunities to optimize and expand the communication effectiveness and efficiency

  • Understand Salesforce marketing cloud architecture and best practice

  • Experience with various marketing campaign approaches and KPI

  • Experience with marketing cloud reporting

  • Experience with managing dynamic content with marketing cloud

  • Experience with API integration and data feed with marketing cloud

  • 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

  • Inspire and motivate the team

  • Proven project management skills with proven ability in leading medium to large sized project teams (often multiple projects simultaneously)

  • Expert ability to understand the business principles and priorities of the supported business channel

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®.

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, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

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