Manager, SLP/AM

Account Management Centreville, Virginia

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Description

Join Team CARFAX as a Manager, SLP/AM Retention
 
Isn't it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment.
 
At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 4 days a week in our Centreville, VA office subject to change with future business needs. Our office will be moving to Reston, VA in 2026!
 
What you’ll be doing:
  • Lead, coach, and develop a team of approximately eight account managers, set performance metrics, monitor results, and conduct evaluations.
  • Serve as the main POC for Aftermarket shop data flow and SLP process
  • Oversee daily metrics and case management for shop retention.
  • Ensure productivity, quality, and SLA standards are consistently met across the team.
  • Partner with Sales and internal teams on escalated or complex issues, ensuring prompt resolution.
  • Interpret and enforce business rules for SLP setup; ensure the team is trained on updates and changes.
  • Use advanced Excel and Salesforce reporting/dashboards to monitor team performance, identify trends, and provide insights to leadership.
  • Identify and implement process improvements for SLP account management program that increase efficiency and retain data
  • Partner with Data Services, Salesforce and Technology teams on system enhancements, automation projects, and ensure data flow.
  • Periodically review and update business rules and training documentation to ensure compliance and consistency.
 
What we’re looking for
  • 2-4 years of people leadership experience in account management
  • Bachelor’s degree preferred.
  • Advanced Microsoft Excel proficiency.
  • Strong Salesforce expertise in queue/case management, reporting, and dashboards.
  • Analytical, data-driven mindset; able to translate data into actionable insights and process improvements.
  • Strong communication skills, both written and verbal, with ability to engage effectively
  • Ability to foster a positive team culture that thrives on outstanding performance and collaboration
  • Demonstrated ability to manage competing priorities in a high-volume, fast-changing environment.
  • Experience leading process improvement initiatives and system/tool implementations.
  • Positive energy with strong motivational skills
  • Highly organized with excellent time management skills
  • Excellent communication skills and proven experience de-escalating customer complaints
  • Strong analytical skills and the ability to simplify complex issues into easily understood, clear summaries
  • Ability to focus on detail while seeing the bigger picture
  • Proficiency in commonly used office technologies (e.g., MS Word, Excel and Outlook)
  • Salesforce.com experience a plus
  • Work collaboratively with data partners, Sales, Data Services and other internal teams to ensure timely and successful data retention. 
What’s in it for you: 
  • Competitive compensation, benefits and generous time-off policies
  • 4-Day summer work weeks and a winter holiday break
  • 401(k) / DCCP matching
  • Annual bonus program
  • Casual, dog-friendly, and innovative office spaces
  • For a comprehensive list of benefits, please visit our website: https://jobs.jobvite.com/carfax/p/benefits
Don’t just take our word for it: 
  • 10X Virginia Business Best Places to Work
  • 10X Washington Post Top Workplace
  • 9X Washingtonian Great Places to Work
  • 3X St. Louis Post-Dispatch Best Places to Work

About CARFAX

CARFAX, part of S&P Global Mobility, helps millions of people every day confidently shop, buy, service and sell used cars with innovative solutions powered by CARFAX vehicle history information. The expert in vehicle history since 1984, CARFAX provides exclusive services like CARFAX Used Car Listings, CARFAX Car Care, CARFAX History-Based Value and the flagship CARFAX® Vehicle History Report™ to consumers and the automotive industry. CARFAX owns the world’s largest vehicle history database and is nationally recognized as a top workplace by The Washington Post and Glassdoor.com. Shop, Buy, Service, Sell – Show me the CARFAX™. S&P Global Mobility is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets.

US Equal Opportunity Employer Statement: CARFAX is an Affirmative Action/Equal Opportunity Employer. It is the policy of CARFAX to provide equal employment opportunity to all persons regardless of race, color, sex, pregnancy, religion, national origin, age, ancestry, citizenship status, veteran status, military status, disability or handicap, sexual orientation, genetic information or any other status protected by federal, state or local law. In addition, CARFAX will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. We are a participant in E-Verify.

Canadian Equal Opportunity Employer Statement: CARFAX Canada is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.

We’re committed to providing accommodations by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email [email protected].

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