Director, Repairs and Rentals

The Guitar Center Company•Westlake Village, CA

4h•$164,457 - $200,000

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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