Sr. Manager, Customer Service

Role Overview                     

The Senior Manager, CSC Customer Excellence is a customer-obsessed leader responsible for the overall performance and quality of service teams within the CSC. This role ensures consistently exceptional customer experience by driving service standards, managing escalations, and leading initiatives that improve quality, efficiency, and loyalty across all contact channels.

KEY RESPONSIBILITIES

Customer Experience & Service Strategy

• Partner with CSC leadership to define and execute customer service strategies that support loyalty, retention, and brand reputation.
• Lead multiple customer service teams, including Supervisors/Team Leads and frontline agents, to deliver world-class service.
• Establish clear service standards around first contact resolution, handle time, quality, and customer satisfaction.
• Own the service escalation framework, ensuring timely and effective resolution of complex issues and VIP cases.
• Championing a customer-first culture grounded in empathy, active listening, and problem solving.

Operational Excellence

• Oversee day-to-day service operations including staffing, schedule adherence, real-time management, and workflow design.
• Partner with Workforce Management to forecast volume, plan coverage, and optimize schedules across phone, email, chat, and social channels.
• Ensure adherence to policies, procedures, and regulatory requirements related to customer service and complaint handling.
• Continuously review and refine processes to remove friction, reduce repeat contacts, and drive efficiency.

Quality, Training & Knowledge Management

• Own or co-own Quality Assurance programs, including calibration sessions, call/chat monitoring, and scoring frameworks.
• Partner with Training and Knowledge Management teams to ensure agents have up-to-date resources, product information, and playbooks.
• Identify skills and knowledge gaps; build targeted development plans and training interventions.
• Use coaching, side-by-sides, and feedback loops to elevate service skills, de-escalation, and problem resolution.

Analytics & Continuous Improvement

• Monitor and analyze key metrics such as CSAT, NPS, FCR, AHT, contact volume, and escalation rates.
• Leverage data and customer feedback to prioritize improvements in policies, processes, and tools.
• Partner with Technology and Analytics teams to implement AI-enabled tools (such as virtual assistants, agent assist, and sentiment analytics) that enhance service quality and efficiency.
• Run pilots and continuous improvement initiatives using structured methodologies (e.g., root cause analysis, process mapping).

Cross-functional Collaboration

• Collaborate with eCommerce, Stores, Merchandising, and Supply Chain to proactively address customer-impacting issues (inventory, fulfillment, returns, repairs).
• Provide customer insights and trends to influence policy changes, product improvements, and end-to-end journey design.
• Partner with Marketing and Loyalty teams to support service aspects of campaigns, events, and membership programs.

Additional Responsibilities

• Perform other duties and special projects as assigned.

Qualifications:

MinimumRequirements & Special Attributes: 

• Bachelor’s degree in Business, Communications, Operations, or related field; advanced degree a plus.
• 6 years of progressive leadership experience in a contact center or customer service environment, including 3 years leading supervisors or managers.
• Proven track record of improving customer satisfaction, first contact resolution, and overall service performance.
• Deep understanding of contact center service operations, including multi-channel support, workforce management, and quality assurance.
• Experience with CRM systems, contact center platforms, and knowledge management tools.
• Familiarity with AI-driven and automation tools (e.g., chatbots, agent assist, sentiment analysis) and how they support customer service outcomes.
• Excellent communication, conflict resolution, and de-escalation skills; comfortable handling executive-level escalations.
• Strong analytical and problem-solving skills with the ability to translate insights into actionable improvements.
• Demonstrated ability to lead teams through change and build an engaged, customer-focused culture.

Why Guitar Center? Here's just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave--take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

About Music & Arts

Music & Arts embodies the world of creativity and music by encouraging our teammates to find their own individual sound. We strive to create lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the almost indescribable happiness that comes from playing an instrument. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The first Music & Arts was located in a small house in Bethesda, MD and run by founder Benjamin O'Brien. When Music & Arts opened its doors in 1952, we offered printed music, music lessons, dance lessons, and art supplies. Ben decided shortly after opening his business that he wanted to focus on music to better serve his customers -- a decision that remains intact to this day.

Since the 1990's, Music & Arts has expanded nationwide through organic growth and a series of acquisitions and mergers with other music dealers. In 2005, Music & Arts joined forces with American Music to become the largest band and orchestra instrument retailer in the United States. Based in Frederick, MD, Music & Arts is now part of the Guitar Center enterprise and comprises 225 retail stores, 200 educational representatives, and 250 affiliate locations.