Tyler Cox
Johnstown
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
25
25
years of professional experience
Work History
Satellite Operations Manager
CarMax
05.2024 - Current
- Managed a team of 15+ associates and processes associated with vehicle transfers, quality, and Retail/Customer Service
- Maintained or exceeded all Retail Service goals for Labor Sales, Iconic Scorecard along with hitting all Satellite Key Performance Measurements
- Identified opportunities to reduce waste and improve processes that impact the customer
- Continually observes and mentors all Associates to reinforce consistent execution, ensuring an Iconic Customer Experience at all times
- Interviews, hires, trains, and promotes associates to support Service Operations
- Serves as a member of the Senior Management Team; collaborates to set strategy for the store and provides vision, direction, and motivation to the team
- Ensure compliance with all aspects of asset protection, facility maintenance, environmental, health and safety guidelines.
- Champions and implements both company and stores initiatives for consistent execution and procedures
- Ensures positive associate engagement through consistent use of the Associate Care and Communication (AC&C) tools, such as round tables, one-on-ones, and Associate Voice Engagement Meetings
- Facilitates and participates in meetings and conference calls
- Ensure effective development of your Team, through file reviews, performance management and development plans
- Directly manage a small team of front-line Satellite Associates, working shoulder to shoulder and providing feedback
Store Support Manager
CarMax
03.2021 - 04.2024
- Continually observes and mentors all Service Associates to reinforce consistent execution of standard work and customer service skills to ensure “Exceptional Customer Service” at all times
- Creates a culture of development within the team so that all Service Associates will strive to improve their customer service skills
- Reviews and manages all service related concerns and uses these comments to help conduct go and sees in areas of opportunity on the service drive
- Manages team on areas affecting customer service and capacity to include scheduling, proper use/management of service appointment systems, phone answer rate execution, retail tech efficiency, NCP, etc.
- Manages the Inventory functions of the store such as: vehicle preps for delivery to customers, vehicles received at CarMax, daily scanning and reconciliation of the vehicle inventory, and on-lot and off-lot coordination and vendor management
- Ensures positive associate engagement through consistent use of the Associate Care and Communication (AC&C) tools, such as round tables, one-on-ones, and Associate Voice Survey Action Plans
- Manages associate through consistent use of the performance management tools to include performing consistent feedback, observations, file reviews, IDPs, APRs, and performance management
- Conduct and document competency based formal and informal observations to maintain work execution and develop Senior Reconditioning and Reconditioning Associates
- Drives team and store performance by maintaining comeback standards and Backflow/Transfer goals at or below company targets
- Drives team and store performance in maintaining all department metric goals
- Engage team in problem-solving to identify root causes and implement action plans toward a solution
- Participates and ensures compliance of all CarMax training and process initiatives
- Performs all Asset Protection and EH&S responsibilities expected in the role
Cosmetic Manager
CarMax
04.2015 - 02.2021
- Help Associates consistently achieve line output targets and quality standards by following and executing standardized work and Flow System principles
- Achieves daily and weekly production targets in cosmetic and inspection work zones
- Controls the flow of vehicles through the reconditioning process by proper distribution of First Time Through (FTT) vehicles and Rework vehicles
- Supports Inspection approval decisions and manages vehicle priority
- Oversee the accessibility, maintenance and repair of shop tools, supplies and equipment, including personal protection equipment for all Senior Reconditioning and Reconditioning Associates and report issues
- Communicate the work requirements and needs to external customers, Senior Reconditioning and Reconditioning Associates and Associates from other departments
- Ensures positive associate engagement through consistent use of the Associate Care and Communication (AC&C) tools, such as round tables, one-on-ones, and Compass Engagement Meetings
- Manages associate at the individual level by using Managing to the Individual (MTI) and through the consistent use of the performance management tools to include performing consistent feedback, observations, file reviews, IDPS, APRs, and performance management
- Conduct and document competency based formal and informal observations to maintain work execution and develop associates
- Drives team and store performance by maintaining comeback standards and Backflow/Transfer goals at or below company targets
- Drives team and store performance in maintaining all department metric goals
- Engage team in problem-solving to identify root causes and implement action plans toward a solution
- Ensure workplace cleanliness and organization in accordance with CarMax 5S Methodology standards
- Participates and ensure compliance of all CarMax training and process initiatives
- Performs all Asset Protection and EH&S responsibilities expected in the role
Technician Production Manager
CarMax
02.2011 - 03.2015
- Ensures that all positions are properly staffed at all times
- Controls the flow of vehicles through the reconditioning process by proper distribution of CQI/VQI starts, parts return cars, and recheck vehicles
- Achieves daily and weekly production targets in mechanical work zone
- Maintains Tech billed hours per CQI/VQI at or below CarMax standards
- Oversees the Big Approval Process for mechanical inspection and manages vehicle priority through the use of the ERO system
- Partners with other functional areas and managers as needed to collaborate on questions regarding vehicle quality and potential kicks
- Participates and ensure compliance of all CarMax training and process initiatives
- Performs all Asset Protection and EH&S responsibilities expected in the role
- Ensures positive associate engagement through consistent use of the Associate Care and Communication (AC&C) tools, such as round tables, one-on-ones, and Compass Engagement Meetings
- Manages associate at the individual level by using Managing to the Individual (MTI) and through the consistent use of the performance management tools to include performing consistent feedback, observations, file reviews, IDPS, APRs, and performance management
- Drives team and store performance by maintaining comeback standards and QPI goals at or below company targets
- Drives team and store performance in maintaining all department metric goals
- Continually develops functional knowledge
Inventory Lead
CarMax
11.2006 - 01.2011
- Ensures daily maintenance and security of the display areas and work-in-process zones.
- Coordinates the efforts of groups of Inventory Associates assigned to perform daily functions as assigned by a manager.
- Ensures that administrative records required for the documentation of work performed are correctly completed.
- Prepares vehicles for delivery to customers.
- Checks in and receives vehicles that are shipped to CarMax.
- Completes the daily scanning and reconciliation of the vehicle inventory.
- Ensures that all vehicles meet CarMax Final Quality Standards.
- Performs Cosmetic Inspections.
- Drives vehicles to and from various locations as requested by the supervisor.
- Provides outstanding customer service at all times.
Inventory Associate
CarMax
12.2005 - 10.2006
- Perform the imaging of inventory for CarMax.com
- Ensure daily maintenance and security of the display areas and work-in-progress (WIP) zones.
- Perform gas reclamation process on vehicles
- Preparation of vehicles for delivery to customers.
- Assist with preparation of vehicles for staging.
- Receive vehicles from trucks/carriers.
- Transfer tags to and from vehicles on the CarMax inventory log.
Assistant Store Manager
The Athlete's Foot
05.2001 - 12.2005
- Responsible for all aspects of retail management including merchandising, selling, customer relations and administrative duties
- Assisted store manager to meet corporate objectives
- Directed/scheduled >10 full and part time associates
- Managed and organized inventory weekly
- Reconciled cash registers and handled bank deposits
- Opened and closed store according to process and procedures
Education
Bachelor of Business Administration And Management - Business Management
Trevecca Nazarene University
Nashville, TN05-2007
Associate of Arts - Business Management
Spartanburg Methodist College
Spartanburg, SC05-2001
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Managing Positive Associate Relations
Timeline
Satellite Operations Manager
CarMax
05.2024 - Current
Store Support Manager
CarMax
03.2021 - 04.2024
Cosmetic Manager
CarMax
04.2015 - 02.2021
Technician Production Manager
CarMax
02.2011 - 03.2015
Inventory Lead
CarMax
11.2006 - 01.2011
Inventory Associate
CarMax
12.2005 - 10.2006
Assistant Store Manager
The Athlete's Foot
05.2001 - 12.2005
Bachelor of Business Administration And Management - Business Management
Trevecca Nazarene University
Associate of Arts - Business Management
Spartanburg Methodist College