Head of Repairs & Rentals — Growth & Operational Excellence

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 WHAT YOU’LL BRING Required 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 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. #J-18808-Ljbffr