Sr. Manager, Customer Service

Sep 2, 2026 2 hr. ago

Guitar Center Sr. Manager, Customer Service

KEY RESPONSIBILITIES

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.

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.

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.

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).

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