Director, Repairs and Rentals

About the role

The Director, Repairs & Rentals, leads and grows Guitar Center’s Repairs and Rentals businesses as core differentiators of the retailer’s value proposition to musicians. Reporting to the Vice President of Retail Operations, this role owns the end-to-end business, including strategy, operating model, financial performance, and field execution. This leader is accountable for profitable growth, operational excellence, and delivering a best-in-class service experience across the store fleet.

Business Ownership & Performance

• Own Repairs & Rentals P&L, including strategy, execution, and financial results
• Develop operating standards, playbooks, and scalable service models
• Manage budgets, forecasts, pricing strategy, and ROI analysis
• Drive growth through improved utilization, technician productivity, attachment, turnaround time, and customer satisfaction

Operational Excellence

• Lead continuous improvement initiatives to increase efficiency and service quality
• Optimize labor models and productivity standards
• Use KPIs and dashboards to monitor performance and deploy corrective action

People & Cross-Functional Leadership

• Partner with Store Operations and HR on recruiting, training, and capability development for technicians and rental associates
• Collaborate with Merchandising, Marketing, Supply Chain, Finance, and Information Technology to integrate Repairs & Rentals into the omni-channel experience
• Build and develop a high-performing team; ensure succession planning

Qualifications

• Bachelor’s degree or equivalent work experience; Business or related field preferred
• 6+ years of progressive retail operations or multi-unit retail management experience
• 5+ years of people leadership experience
• Demonstrated experience leading service-based retail operations (repairs, rentals, field services, or comparable models)
• Strong financial and analytical acumen, including experience managing labor, productivity, and KPI performance
• Experience developing operating models, playbooks, and scalable processes
• Proficiency with retail POS systems and Microsoft Office (Excel, PowerPoint, Word, Outlook)
• Strong collaboration, communication, and project management skills
• Ability to operate effectively in a fast-paced, high-change environment while maintaining operational discipline

Preferred

• Experience leading field-based or multi-location service organizations
• Background in musical instruments, music retail, or adjacent service industries
• Experience partnering with technology teams to implement operational systems

Pay

$164,457- $200,000 depending on background and experience. This position is eligible to participate in the Guitar Center Company bonus program based on Company performance.