Manager, Retail Sales & Support chez Guitar Center

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.