Senior Manager, Customer Experience & Service Excellence

Guitar Center Stores, Inc.

Kansas City (MO)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Job summary

Guitar Center Stores, Inc. seeks a senior leader to define and drive our customer experience strategy across multi-channel support, supervising leaders and frontline teams to deliver world-class service.

You will own the escalation framework, set service standards, and ensure smooth operations, staffing, scheduling, and real-time management. Partner with Marketing, Loyalty, and Technology to improve CSAT, NPS, FCR, and efficiency with AI-enabled tools.

Qualifications

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.

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 that enhance service quality and efficiency.
Run pilots and continuous improvement initiatives using structured methodologies.