Senior Product Manager, Customer Experience

Important: This role is based at our Westlake Village, CA corporate offices on a hybrid schedule (2-3 days per week onsite). 

About The Role:

Guitar Center is seeking a strategic and execution-driven Senior Product Manager, Customer Experience to help shape how musicians and associates interact with our digital ecosystem. This role focuses on improving both external customer experiences (e.g., personalization, digital engagement, and eCommerce) and internal tools that help our teams work more efficiently and deliver exceptional service.  

You’ll collaborate across Product, Engineering, Design, and Business teams to define the roadmap, lead discovery, and turn business goals into measurable outcomes. Success in this role requires strong product intuition, systems thinking, and the ability to balance customer experience innovation with operational excellence.  

What You’ll Do:  

Product Strategy & Roadmap  

• Define and own the product vision for customer experiences that connect online, in-store, and customer care touchpoints.  

• Align roadmaps across Digital, Retail, and enterprise AI initiatives to ensure clear priorities and measurable value creation.  

• Use data-driven frameworks to evaluate opportunities and prioritize high-impact work.  

Discovery & Requirements  

• Lead discovery and intake sessions to identify customer and associate needs.  

• Translate business goals into product requirements, user stories, and evaluation criteria.  

• Establish clear success metrics that tie directly to customer satisfaction and business outcomes.  

Delivery & Execution  

• Collaborate with Engineering and UX through the full product lifecycle, from concept to launch to iteration.  

• Develop and maintain value-tracking frameworks to measure adoption, engagement, and ROI.  

• Drive experimentation and continuous improvement based on analytics and feedback.  

AI-Enabled Experience Design  

• Leverage AI and automation to elevate customer and associate experiences.  

• Define use cases and evaluation criteria for AI-powered tools in collaboration with data science and engineering teams.  

• Support prompt and system instruction design to ensure high-quality, context-aware experiences.  

Cross-Functional Leadership  

• Serve as a bridge between business, technology, and store operations.  

• Present roadmap updates and performance metrics to executives and stakeholders.  

• Champion best-in-class customer experience and operational efficiency across all initiatives. 

Qualifications

What You’ll Need: 

• 5+ years of experience in product management, focused on customer experience, eCommerce, or enterprise applications.  

• Proven success defining roadmaps and delivering measurable results in digital environments.  

• Experience leveraging AI, data, or automation to enhance product outcomes.  

• Strong analytical and problem-structuring skills.