Sr. Manager, Customer Service

The Guitar Center Company•Draper, UT

About The Position

The Senior Manager - CC Customer Service is a customer-obsessed leader responsible for the overall performance and quality of service teams within the Contact Center. This role ensures a consistently exceptional customer experience by driving service standards, managing escalations, and leading initiatives that improve quality, efficiency, and loyalty across all contact channels.

Requirements

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.
Personal experience with musical instruments, music industry or related fieldDeep 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 Contact Center 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.
Champion a customer-first culture grounded in empathy, active listening, and problem solving.
Oversee day-to-day service operations including attendance, 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.
Leverage Cresta Coaching to establish Quality standards; build robust performance accountability to exceed quality standards that continual improve the customer experience.
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 customer satisfaction metrics as established and agreed to with Contact Center Senior Leadership.
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.