KEY RESPONSIBILITIES
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.
WHAT YOU WILL DO:
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
- Perform additional duties as assigned
