Senior Manager, Customer Service & Experience

Guitar Center Inc.; Indianapolis (IN); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Guitar Center Inc. in Indianapolis, IN seeks a Senior Director of Customer Service to lead multiple teams across phone, email, chat and social channels. You will define service standards, own escalation framework, and drive loyalty and satisfaction through data-driven improvements.

You will partner with cross-functional teams to optimize workforce, implement AI-enabled tools, and foster a customer-first culture with strong leadership and coaching. Remote options not specified.

Qualifications

• Bachelor’s degree in a related field required; advanced degree a plus.
• 6+ years leading contact center or customer service teams, incl. 3+ years managing supervisors.
• Proven track record in improving CSAT, FCR, and overall service metrics.
• Deep understanding of multi-channel operations and workforce management.

Responsibilities

• Define and execute customer service strategies to support loyalty and brand.
• Lead multiple service teams to deliver world‑class service.
• Own escalation framework for complex and VIP issues.
• Collaborate with eCommerce, Stores, Merchandising, and Supply Chain.
• Monitor CSAT, NPS, FCR, AHT, and trend-based improvements.

Skills

Leadership experience

Customer service excellence

Process improvement

Data analysis

Cross-functional collaboration

Communication & conflict resolution

Education

Bachelor’s degree in Business/Communications/Operations

Tools

CRM systems

Contact center platforms

Knowledge management tools

AI-driven tools & sentiment analysis

Job description

Guitar Center Inc. in Indianapolis, IN seeks a Senior Director of Customer Service to lead multiple teams across phone, email, chat and social channels. You will define service standards, own escalation framework, and drive loyalty and satisfaction through data-driven improvements.

You will partner with cross-functional teams to optimize workforce, implement AI-enabled tools, and foster a customer-first culture with strong leadership and coaching. Remote options not specified.