Manager, Retail Sales & Support

About the role

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.

Responsibilities

• 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.

Requirements

• 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.

Qualifications

• Experience with retail point-of-sale systems, online order management platforms, and standard business software (e.g., Microsoft Office Suite).
• Ability to lead and develop a team of three direct reports.
• Proven ability to solve problems and make data-driven decisions.
• Strong interpersonal and communication skills.
• Ability to work independently and collaboratively with cross-functional teams.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to manage multiple projects simultaneously.
• Experience with retail systems and operations.
• Ability to work in a fast-paced, results-driven environment.

Benefits

Pay Rate: $78,555 - $104,111 depending on background and experience. This position is eligible to participate in the Guitar Center Company bonus program based on Company performance. The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements. If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by calling 1-818-735-8800 ext. 2862 or by sending an email to recruiting@guitarcenter.com.