8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238 CarMax, the way your career should be! About This Role The Centralized Asset Protection team at CarMax is dedicated to conducting thorough, fair, and unbiased investigations that align with our core values. As a Senior Consultant, you’ll provide direct support across all CarMax locations—including stores, Customer Experience Centers (CECs), corporate offices, and Auto Finance operations. You’ll lead investigations into external and internal theft, fraud, and abuse, using data-driven methods and professional interview techniques to uncover root causes and support recovery efforts. Working primarily within the ThinkLP HRAP case management system, you’ll manage your caseload independently while collaborating closely with store leadership, Human Resources, and other key partners. You’ll also contribute to team initiatives and process improvements through regular participation in core Asset Protection team meetings. What You’ll Do - Essential Responsibilities External Investigations Investigate incidents of external theft, fraud, and abuse reported through analytics, store leadership, or third-party sources. Conduct root cause analysis to identify vulnerabilities and recommend preventive measures. Collaborate with law enforcement and external partners to support investigations. Document findings, evidence, and outcomes in the ThinkLP HRAP case management system. Internal Investigations Lead investigations into internal misconduct, including theft, fraud, and policy violations. Conduct thorough, objective investigations using sound evidence collection and Wicklander-Zulawski (WZ) recorded interview techniques. Summarize findings and report to Human Resources and leadership for next-step decisions. Perform root cause analysis to identify systemic issues or process gaps. Support & Advisory Serve as a trusted advisor to field managers and associates on a wide range of Asset Protection issues. Respond to inquiries via phone, email, and chat, offering guidance even in situations lacking clear precedent. Collaborate with other departments (e.g., HR, Technology, etc) to resolve cross-functional concerns. Participate in team meetings and contribute to process improvements, interview reviews, documentation, and training resources. Own and manage assigned Areas of Responsibility (AORs), such as compliance programs or internal case queues. Qualifications and Requirements High School degree required. Bachelor's degree preferred. Three or more years of Asset Protection or comparable experience, including investigation, interview and case management experience. Experience with Wicklander-Zulawski (WZ) or similar interview methodology. Multi-unit retail or equivalent experience a plus. Proficiency with Microsoft Office systems, including Word, PowerPoint and Excel required Excellent organizational, written and verbal communication, and customer service skills Ability to communicate effectively with all levels of the organization Ability to dig into an issue and look at the situation from multiple angles, applies different methods to develop conclusions, and anticipates challenges Ability to facilitate consensus in decision-making; partners with others as needed Ability to provide strong customer service to all parties involved in an investigation Ability to own the work, make and follow through on commitments; detail oriented, able to manage multiple issues and meet changing deadlines Must be flexible, adapt to change easily, and able to exercise independent discretion on matters of significance Work Location and Arrangement: This role will be based out of the Richmond, VA Home Office 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 250 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®. Our Commitment to Diversity and Inclusion: CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment. 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. 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®.
