Sr. Manager, Customer Service

Role Overview

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

KEY RESPONSIBILITIES

Customer Experience & Service Strategy

• 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 (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.

Additional Responsibilities

• Perform other duties and special projects as assigned.

• Bachelors 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.

Why Guitar Center Heres just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave--take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks including Medical Dental Vision 401K plus company match mental health support paid sick/holiday/vacation time employee discount program and tuition reimbursement options.

About Music & Arts

Music & Arts embodies the world of creativity and music by encouraging our teammates to find their own individual sound. We strive to create lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the almost indescribable happiness that comes from playing an instrument. We believe in putting our customers first engaging with respect and integrity and fulfilling our mission with passion.

The first Music & Arts was located in a small house in Bethesda MD and run by founder Benjamin OBrien. When Music & Arts opened its doors in 1952 we offered printed music music lessons dance lessons and art supplies. Ben decided shortly after opening his business that he wanted to focus on music to better serve his customers -- a decision that remains intact to this day.

Since the 1990s Music & Arts has expanded nationwide through organic growth and a series of acquisitions and mergers with other music 2005 Music & Arts joined forces with American Music to become the largest band and orchestra instrument retailer in the United States. Based in Frederick MD Music & Arts is now part of the Guitar Center enterprise and comprises 225 retail stores 200 educational representatives and 250 affiliate locations.