Manager, Retail Sales & Support

KEY RESPONSIBILITIES:

The Manager, Retail Sales & Support plays a critical role in driving the success of Guitar Center's retail operations by overseeing the planning, execution, and continuous improvement of all store systems and support functions.

This role leads the development, rollout, and optimization of retail technology, sales processes, and operational programs that enable stores to deliver consistent performance and an exceptional in-store experience.

As a key leader within the Retail Operations team, you'll manage a talented support team, collaborate cross-functionally to ensure every store has the tools, resources, and clarity needed to succeed.

What You'll Do

Retail Systems Management

• Provide 1:1 store level support and troubleshooting of all retail store systems (POS, Connected Associates, SmartOps, etc.).
• Partner with the Technology teams to identify, prioritize, and implement system enhancements, trends, and upgrades.
• Serve as the primary business owner for store-level system improvements and integrations.

System Rollouts & Testing

• Lead planning, coordination, and execution of system rollouts across the retail network.
• Manage user acceptance and quality assurance testing processes and driving issue resolution.
• Ensure each rollout is executed smoothly with clear communication, training, and post-launch support.

Retail Support Oversight

• Supervise the retail support team (OpsSupport), ensuring timely resolution of store issues and take proactive measures to prevent future issues.
• Collaborate with cross-functional teams to escalate and resolve complex issues impacting store operations.

Setlist (Zipline) Library & Documentation

• Own and manage the Retail Operations Setlist Library, ensuring all SOPs, training resources, and reference materials are current, accurate, and accessible.
• Create and maintain SOPs, user manuals, and process documentation aligned with evolving retail systems and store operations.
• Maintain, update, and communicate store Policies and Procedures

Leadership & Team Development

• Lead, coach, and develop a team of three direct reports focused on retail support and execution excellence.
• Foster a culture of accountability, innovation, and continuous improvement.
• Collaborate across departments to align store systems strategy with broader organizational goals.

What You'll Bring

• Bachelor's degree (or equivalent work experience) in Business, Economics, or a related field.
• 4+ years of retail management or retail operations experience in a multi-unit or complex retail environment.
• 3+ years of team leadership experience with a proven ability to coach and develop others.
• Proficiency in retail point-of-sale systems, online order management platforms, and standard business software (e.g., Microsoft Office Suite).
• Strong analytical and problem-solving skills with the ability to turn data into insights and action.
• Excellent communication and collaboration skills, with experience influencing cross-functional partners.
• A proactive, customer-focused mindset and the ability to thrive in a fast-paced, results-driven environment.

About Guitar Center

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The Guitar Center Company operates through several business divisions. Guitar Center is the world's largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290 stores across the United States.2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.

E-Commerce brands Guitar Center, Musician's Friend and WWBW offer online sales of a broad selection of music products.The Music & Arts division operates more than 220 stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio-visual integration business, delivering a best-in-class commercial and residential customer experience.

Why Guitar Center? Here's 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.

Pay Rate:$78,055- $104,111 depending on background and experience.

This position is eligible to participate in the Guitar Center Company bonus program based on Company performance.The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 1-818-735-8800 ext. 2862 or by sending an email torecruiting@guitarcenter.com.

Whyjoinus?

With a career at Guitar Center, you become part of the world's largest multichannel musical instrument retailer. Whether at our Stores, Contact Centers, Distribution Centers, or Support Center, Guitar Center employees have a common goal: to help people find their sound and fill the world with more music.

Lovethisgigandwanttoapply?

Send your resume and cover letter today along with salary expectations!