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.

Qualifications

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 profe