guitarcenter · pinpoint
Customer Service Rep
New York, NY, US · FULL_TIME
Senior Manager, Customer Service
Department: Customer Service
Employment Type: Full Time
Location: Kansas City
Reporting To: VP, CSC & Sales
Compensation: $90,000 - $150,000 / year
Description
Guitar Center is looking for a Director, Customer Service (internally, Director, CSC Customer Excellence) to build and run one unified organization across every customer service team in our Kansas City Customer Success Center (CSC), so that each customer contact ends in resolution, trust and long-term loyalty.
You will own a four-tier service organization, from Senior Managers down to Care Advisors, and turn enterprise customer-experience goals into daily coaching, process, quality and culture on the floor. You are accountable for service strategy, customer satisfaction, quality, escalation management, operational excellence and predictable execution.
You will report to the VP, CSC & Sales and work closely with the Director, CSC Sales so the service and sales sides of the CSC operate as one organization, while building AI-enabled, data-driven service capabilities.
You will own a four-tier service organization, from Senior Managers down to Care Advisors, and turn enterprise customer-experience goals into daily coaching, process, quality and culture on the floor. You are accountable for service strategy, customer satisfaction, quality, escalation management, operational excellence and predictable execution.
You will report to the VP, CSC & Sales and work closely with the Director, CSC Sales so the service and sales sides of the CSC operate as one organization, while building AI-enabled, data-driven service capabilities.
Key Responsibilities
- Set and lead the CSC customer service strategy across all teams, channels and programs to hit satisfaction, loyalty, resolution, quality and productivity targets
- Translate enterprise goals into annual and quarterly service plans, targets and operating rhythms
- Lead and develop Senior Managers, Customer Service Managers and other service leaders with clear accountability
- Create a unified service organization with consistent standards, decision rights, escalation authority and processes
- Act as primary CSC customer service advisor to the VP and senior partners on performance, risks, customer trends and recommended actions
- Own service performance across CSAT, NPS, repeat contacts, escalations, case aging, productivity and schedule adherence
- Partner with Finance, Workforce Management and Analytics on forecasts, capacity planning, staffing and scheduling
- Establish scorecards, dashboards and review cadences that flag variances early and drive corrective action
- Improve channel strategy, workflows, routing and case management to reduce customer effort, backlogs, transfers and repeat contacts
- Standardize service playbooks, quality expectations, escalation procedures, documentation standards and coaching routines
- Own the escalation and recovery framework for complex, executive, VIP, regulatory and reputational cases
- Build a coaching system that turns quality data, customer feedback and interaction insights into action
- Use analytics, voice-of-customer data and root-cause analysis to prioritize improvements
- Champion CRM, knowledge management, omnichannel, self-service, agent-assist, sentiment analytics and AI tools
- Sponsor pilots with governance, adoption plans and success measures before scaling
- Build a high-performing leadership team through selection, onboarding, coaching, talent calibration and succession planning
- Define success profiles and leadership competencies for CSC customer service roles
- Partner with the Director, CSC Sales on priorities, handoffs, escalation ownership and customer journeys
- Collaborate with eCommerce, Retail, Merchandising, Supply Chain, Finance, HR, Technology, Training, Quality and WFM
- Represent the voice of the customer in enterprise planning, including policies, inventory, fulfillment, returns, repairs, promotions and loyalty
Skills, Knowledge and Experience
Essential
- Bachelor's degree in Business, Communications, Operations or a related field
- 10+ years of progressive customer service leadership in a contact center or similar high-volume environment
- 5+ years leading managers or multi-team organizations
- Track record improving CSAT, FCR, quality, loyalty and productivity while reducing effort, repeat contacts and escalations
- Experience designing and scaling service operating models, quality and coaching systems, escalation frameworks and scorecards
- Financial and business acumen: annual planning, budgeting, capacity planning and resource allocation
- Deep knowledge of contact center operations: omnichannel, WFM, QA, knowledge management, case management and customer recovery
- Strong experience with CRM, contact center platforms, digital communication tools, knowledge management and self-service technology
- Hands-on use of analytics, automation and AI tools to improve service performance
- Executive communication, presentation and stakeholder management
- Ability to lead through change and drive adoption of new processes and technology
- Personal experience with musical instruments, the music industry or a related field
Desirable
- MBA or advanced degree
Benefits
- Gig leave for touring musicians
- Medical, dental and vision
- 401(k) with company match
- Mental health support
- Paid sick, holiday and vacation time
- Employee discount program
- Tuition reimbursement options