Develop and execute interaction analytics strategies to improve customer experience and operational performance. Analyze data to identify trends and opportunities, recommending impactful projects and initiatives. Lead roadmap planning for Interaction Analytics and collaborate across departments to implement solutions. Train and coach team members on speech analytics tools and best practices. Ensure accuracy and transparency in reporting and quality monitoring programs. Communicate insights and test results effectively to stakeholders at all organizational levels. Required Qualifications 5 years of experience in contact center operations, speech analytics, data analytics, consumer insights, strategy, or consulting . years of leadership experience, managing teams or large-scale initiatives. Proven ability to translate objectives into actionable plans and timelines. Strong skills in building cross-functional partnerships and driving collaboration. Exceptional planning, analysis, and decision-making abilities with attention to detail. Ability to manage multiple priorities under tight deadlines and adapt to ambiguity. Advanced proficiency in Microsoft Office applications (Excel, Word, PowerPoint). Preferred Qualifications. Ability to learn and manage technical systems, with speech analytics experience preferred. Knowledge of speech analytics best practices and industry applications. Advanced knowledge of SQL, Tableau, and/or Power. BI preferred. Work Location and Arrangement: This role will be based out of the CarMax Midtown Office (Richmond, VA) and associates will work onsite 4 days per week. 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.