Customer Experience Leader: Service Strategy & Ops

Guitar Center; Kansas City (MO); On-site; USD 120,000 - 180,000; Full time

Job summary

Guitar Center in the United States seeks a senior leader to shape and execute our Customer Experience & Service Strategy. You will lead multiple teams of supervisors and frontline agents to deliver world-class service, establishing standards for first contact resolution, handling time, quality, and CSAT.

You will own the escalation framework and champion a customer-first culture, while partnering with Workforce Management to optimize staffing and schedules across phone, email, chat, and social

Qualifications

• Bachelor’s degree in Business, Communications, Operations, or related field.
• 6+ years of progressive leadership in a contact center or customer service environment, including 3+ years leading supervisors/managers.
• Proven track record of improving CSAT, FCR, and service performance.
• Experience with CRM systems and multi-channel support.

Responsibilities

• Define and execute customer service strategies to support loyalty, retention, and brand reputation.
• Lead multiple customer service teams to deliver world-class service.
• Establish service standards around first contact resolution, handle time, quality, and CSAT.
• Own the service escalation framework for timely resolution of complex and VIP cases.
• Champion a customer-first culture with empathy, active listening, and problem solving.
• Oversee day-to-day service operations, staffing, scheduling, and workflow design.
• Forecast volume with Workforce Management and optimize schedules across channels.
• Monitor metrics like CSAT, NPS, FCR, AHT, and escalation rates.
• Collaborate with eCommerce, Stores, Merchandising, and Supply Chain to preempt issues.
• Partner with Marketing and Loyalty teams to support campaigns and programs.
• Perform other duties and special projects as assigned.

Skills

Communication

De-escalation

Analytical thinking

Problem solving

Education

Bachelor’s degree in Business/Related field

Tools

CRM systems

Contact center platforms

Knowledge management tools

AI tools (agent assist, sentiment analysis)

Job description

Guitar Center in the United States seeks a senior leader to shape and execute our Customer Experience & Service Strategy. You will lead multiple teams of supervisors and frontline agents to deliver world-class service, establishing standards for first contact resolution, handling time, quality, and CSAT.

You will own the escalation framework and champion a customer-first culture, while partnering with Workforce Management to optimize staffing and schedules across phone, email, chat, and social