Contact Center Director bei Guitar Center

At Music & Arts, we believe music ignites creativity and connects people. Our mission is to develop lifelong musicians by providing exceptional customer experiences. Whether in stores, contact centers, or online, our teams are united by a shared goal: to help people find their sound and fill the world with more music.

The Director of Contact Centers will lead the strategic oversight of contact center operations, driving revenue growth, customer retention, and satisfaction through a dual focus on sales excellence and customer success. This role requires a visionary leader adept at managing high-performing teams, optimizing sales and service processes, and leveraging industry trends to exceed business targets. The ideal candidate will foster strong client relationships, ensure customers derive maximum value from products/services, and align cross-functional collaboration to unify sales outcomes, customer success, and organizational goals. By balancing operational efficiency with a customer-centric approach, this leader will elevate both performance and long-term loyalty in a dynamic contact center environment.

 What You’ll Do (Essential Functions)

• Drive unified sales and customer success strategies to achieve revenue targets, retention goals, and market expansion through data-driven market analysis and churn mitigation
• Design streamlined customer lifecycle processes (onboarding to renewal) to maximize satisfaction and loyalty
• Lead, mentor, and scale cross-functional teams (sales, customer success) with clear KPIs (e.g., conversion rates, NPS, retention) and a culture of accountability
• Partner cross-functionally to collaborate and align on strategies, relay customer feedback, and resolve service gaps
• Optimize workflows using tools (e.g., Salesforce) to enhance sales processes, automate reporting, and improve scalability
• Manage budgets, upsell/retention targets, and regulatory compliance while balancing cost-effective resource allocation
• Monitor KPIs to adjust strategies, predict trends, and align outcomes with business goals

Why Join Us: 

Meaningful Mission: Make a tangible difference by contributing to a mission that celebrates the transformative power of music education.

Endless Opportunities: Explore a dynamic and supportive work environment where your contributions are valued and recognized, with ample opportunities for growth and development.

Passionate Community: Join a passionate community of music enthusiasts dedicated to making a positive impact in the lives of students and educators alike.

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 O'Brien. 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 1990's, Music & Arts has expanded nationwide through organic growth and a series of acquisitions and mergers with other music dealers. In 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.