Lessons Advisor Supervisor

The Guitar Center Company•Frederick, MD

11d•$55,000 - $75,000

About The Position

The Lesson Advisor Supervisor is responsible for leading, coaching, and developing a team of Lesson Advisors who support students and families as they begin and continue their musical journey. This role is accountable for driving lesson enrollment growth, student retention, customer satisfaction, and operational excellence by fostering a high-performing, customer-focused team culture. This is a working supervisor position that balances people leadership with direct customer engagement. Approximately 60% of the Supervisor’s time is dedicated to leadership responsibilities, including coaching, training, performance management, employee development, and operational oversight. Approximately 40% of the role is focused on actively supporting lesson enrollment efforts through customer outreach, lead follow-up, and lesson sales. The Lesson Advisor Supervisor serves as a role model for consultative sales, service excellence, and operational discipline while ensuring the team achieves key performance objectives. This position also serves as a critical link between the Lessons organization, retail locations, and support teams to help deliver a seamless and positive customer experience.

Requirements

Bachelor’s degree or equivalent combination of education and relevant business experience.
Minimum of 1 year of leadership experience managing sales, customer service, or customer-facing teams.
Demonstrated success achieving performance goals in a customer-focused, sales-driven environment.
Strong coaching, communication, and team development skills.
Excellent organizational, analytical, and problem-solving abilities.
Ability to manage multiple priorities while balancing leadership and individual contributor responsibilities.
Strong interpersonal skills with the ability to build trust, influence others, and drive accountability.
Ability to work effectively in a fast-paced environment with changing priorities and business needs.

Nice To Haves

Experience in a contact center, inside sales, customer success, retail sales, music lessons, or music education environment.
Experience with consultative sales methodologies and customer engagement strategies.
Experience analyzing performance metrics and implementing performance improvement plans.
Knowledge of music education, lesson programs, or the musical instrument industry.
Experience serving in a lead, mentor, or working supervisor capacity.

Responsibilities

Lead, coach, motivate, and develop a team of Lesson Advisors to achieve individual, team, and organizational goals.
Foster a positive, engaging, and accountable work environment that supports continuous learning, professional growth, and performance excellence.
Conduct regular coaching sessions, performance reviews, and development planning discussions.
Identify individual and team skill gaps and implement training initiatives to improve sales effectiveness, customer service, and operational performance.
Support recruiting, interviewing, onboarding, and training efforts for new team members.
Monitor individual and team performance and provide timely, actionable feedback to drive continuous improvement.
Maintain an active individual sales and enrollment workload while serving as a leader and role model for the team.
Own team performance against lesson enrollment, revenue, retention, conversion, productivity, and customer experience goals.
Monitor and analyze key performance indicators to identify trends, opportunities, and areas for improvement.
Drive consultative sales behaviors that connect customers with the right lesson programs, instructors, and educational solutions.
Ensure timely and effective follow-up on customer inquiries, leads, and enrollment opportunities.
Partner with leadership to execute initiatives that increase lesson growth, student retention, and customer lifetime value.
Lead by example through consistent achievement of individual sales, enrollment, productivity, and customer experience expectations.
Ensure customers receive exceptional service across all communication channels, including phone, email, chat, and digital platforms.
Personally engage with prospective and current students to support enrollment, retention, and customer satisfaction goals.
Resolve escalated customer concerns professionally, efficiently, and in alignment with company standards while protecting customer loyalty and brand reputation.
Champion a customer-first culture focused on creating positive experiences, building trust, and supporting long-term customer relationships.
Monitor workflow, productivity, quality standards, and service levels to ensure operational excellence.
Review customer interactions and provide actionable feedback to improve effectiveness, consistency, and service quality.
Maintain compliance with company policies, procedures, documentation requirements, and operational standards.
Prepare and maintain documentation related to coaching, performance management, corrective action, and employee development.
Recommend and implement process improvements that enhance efficiency, effectiveness, consistency, and customer outcomes.
Balance leadership responsibilities with daily operational and sales activities to ensure team and business objectives are achieved.
Partner with Lessons leadership, retail teams, and cross-functional business partners to support organizational objectives.
Communicate business priorities, performance expectations, process updates, and operational changes clearly and effectively to the team.
Share best practices and contribute to continuous improvement initiatives across the Lessons organization.
Serve as a resource and subject matter expert for Lesson Advisors and internal business partners.
Perform other duties and special projects as assigned.