Contact Center Director

At Music & Arts, we believe music ignites creativity and connects people. Our mission is to develop lifelong musicians by providing exceptional customer experiences. Whether in stores, contact centers, or online, our teams are united by a shared goal: to help people find their sound and fill the world with more music.

The Director of Contact Centers will lead the strategic oversight of contact center operations, driving revenue growth, customer retention, and satisfaction through a dual focus on sales excellence and customer success. This role requires a visionary leader adept at managing high-performing teams, optimizing sales and service processes, and leveraging industry trends to exceed business targets. The ideal candidate will foster strong client relationships, ensure customers derive maximum value from products/services, and align cross-functional collaboration to unify sales outcomes, customer success, and organizational goals. By balancing operational efficiency with a customer-centric approach, this leader will elevate both performance and long-term loyalty in a dynamic contact center environment.

 What You’ll Do (Essential Functions)

• Drive unified sales and customer success strategies to achieve revenue targets, retention goals, and market expansion through data-driven market analysis and churn mitigation
  
• Design streamlined customer lifecycle processes (onboarding to renewal) to maximize satisfaction and loyalty
  
• Lead, mentor, and scale cross-functional teams (sales, customer success) with clear KPIs (e.g., conversion rates, NPS, retention) and a culture of accountability
  
• Partner cross-functionally to collaborate and align on strategies, relay customer feedback, and resolve service gaps
  
• Optimize workflows using tools (e.g., Salesforce) to enhance sales processes, automate reporting, and improve scalability
  
• Manage budgets, upsell/retention targets, and regulatory compliance while balancing cost-effective resource allocation
  
• Monitor KPIs to adjust strategies, predict trends, and align outcomes with business goals
  
  

Why Join Us: 

Meaningful Mission: Make a tangible difference by contributing to a mission that celebrates the transformative power of music education.

Endless Opportunities: Explore a dynamic and supportive work environment where your contributions are valued and recognized, with ample opportunities for growth and development.

Passionate Community: Join a passionate community of music enthusiasts dedicated to making a positive impact in the lives of students and educators alike.

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.

To join our band, you'll need the following experience:

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred
  
• 8 years in sales leadership with 5 years in a contact center environment
  
• Proficiency in CRM systems (e.g., Salesforce), AWS, and data analysis tools
  
• Proven track record of meeting/exceeding sales targets in a fast-paced settings
  
  

What Really Excites Us

Preferred:

• Strong leadership, communication, emotional intelligence, and negotiation abilities
  
• Strategic thinker with problem-solving agility and adaptability
  
• Expertise in interpreting financial metrics and operational data to drive strategic decisions
  
• Proven track record of cultivating teams that excel in sales/service environments, with a focus on metrics-driven accountability and employee engagement
  
  

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.

Pay Rate: $130,000 - $140,000/yr depending on background and experience.

This position is eligible to participate in the Music & Arts Company bonus program based on Company performance.

The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.

With a career at Guitar Center, you become part of the world's largest multichannel musical instrument retailer. Whether at our Stores, Contact Centers, Distribution Centers, or Support Center, Guitar Center employees have a common goal: to help people find their sound and fill the world with more music.

Love this gig and want to apply?

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by sending an email to recruiting@guitarcenter.com.