Product Manager, Customer Experience

About the Role:

Guitar Center is seeking a talented and experienced Product Manager to drive the strategy, vision, and execution of the technology products that power our retail stores while also supporting eCommerce and Lessons programs.You will collaborate with cross-functional teams, influence enterprise-wide technology decisions, and deliver innovative solutions that enhance both in-store and digital customer experiences. If you're a strategic thinker with strong execution skills, a passion for retail technology, and a customer-first mindset, we'd love to hear from you.

Key Responsibilities:

Enterprise-Level Product Oversight

• Lead the strategy, vision, and execution of technology products that enhance Guitar Center's in-store operations and associate experience.
• Develop and maintain a product roadmap aligned with business objectives and customer needs.
• Partner with engineering, UX, operations, and business teams to ensure seamless product development and execution.
• Stay ahead of retail technology trends, identifying innovative solutions to enhance both associate and customer experiences.
• Leverage AI-driven solutions to improve automation, personalization, and efficiency in customer-facing and associate-facing products.
• Develop ROI models and business cases for new technology initiatives to ensure alignment with financial and strategic goals.
• Present product vision, strategy, and performance insights to senior leadership, including the CEO, to drive executive buy-in.

Customer Experience & Digital Integration

• Champion a customer-first mindset, ensuring technology enhances both the online and in-store shopping experience.
• Define KPIs and success metrics to measure the impact of technology on customer satisfaction and business performance.
• Use data-driven storytelling to communicate product performance, insights, and next steps to executive teams.

Operational Efficiency & Innovation

• Identify and implement technology solutions that improve store operations, including POS systems, mobile tools, and associate workflows.
• Gather feedback from store teams to ensure products increase efficiency and reduce operational friction.
• Oversee A/B testing and pilot programs to assess product effectiveness before large-scale rollouts.
• Partner with engineering and IT teams to ensure solutions are scalable, secure, and high performing.

Stakeholder & Business Collaboration

• Build strong relationships with retail leadership, store associates, marketing, and IT to align business and technical needs.
• Communicate product vision and strategy to executive stakeholders, using data-driven insights to influence decision-making.
• Translate business objectives into clear product requirements to ensure efficient execution by engineering teams.
• Act as a bridge between technical and non-technical teams, fostering collaboration and alignment across departments.
• Prepare executive-level presentations that communicate product impact, roadmap progress, and ROI to senior leadership, including the CEO.

To join our band,you'llneed the following experience:

• 8+ years of experience in technology product management with a proven track record of delivering impactful products.
• Background in digital products, including mobile applications, eCommerce, retail technology, POS systems, or omnichannel experiences, preferably in a large retail environment.
• Strong understanding of customer experience best practices, UX principles, and digital product management.
• Proven ability to manage multiple cross-functional projects and collaborate with engineering, business, and design teams.
• Experience defining product strategies, launching new features, and iterating based on data-driven insights.
• Familiarity with AI technologies to enhance product functionality is a plus.
• Ability to evaluate and manage third-party technology partners.
• Bachelor's or Master's degree in business, technology, or a related field.
• Knowledge of music retail or the broader music industry is a plus but not required.

Why Guitar Center Company?

• Great People & Leadership:Work with a supportive, knowledgeable team dedicated to operational excellence.
• Professional Growth:Tangible career advancement opportunities, consistent recognition, and a team invested in individual and organizational success.
• Impact & Purpose:Play a crucial role in improving technology support services, minimizing business disruptions, and supporting the broader mission of creating more musicians and bringing music to the world.
• Steep Employee Discounts:Enjoy significant discounts on musical products and gear sold at The Guitar Center.
• Collaborative & Motivated Team Environment:Join a team that values documentation, prioritization, and problem-solving, all while fostering a culture of accountability and enjoyment.

Join Us and Be a Part of a Team That Supports the Music Industry from the Inside Out!

Pay Rate:Base range of $102,000 - $163,000 per year, depending on background and experience. Total compensation (base + bonus) range of $112,000 - $179,000/yr, depending on background and experience.

This position is eligible toparticipatein the Guitar Center Company bonus program.The job posting is not necessarily reflective of actual compensation that may beearned, nor a promise of any specific pay for any specific employee, which isalways dependent on actual experience, education, and other factors.The payrange(s) listed are provided in compliance with state specific laws.Pay rangesmay be different in otherlocations.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

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 canrequest a reasonable accommodation by sending an email torecruiting@guitarcenter.com.

About the Guitar Center Company:

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The Guitar Center Companyoperatesthrough several business divisions. Guitar Center is the world's largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290+ stores across the United States. 2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.

E-Commerce brands Guitar Center, Musician's Friend and WWBW offer online sales of a broad selection of music products.The Music & Arts divisionoperatesmore than 220+ stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG andGCProheadline the enterprise audio-visual integration business, delivering a best-in-class commercial and residential customer experience.