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National Director of Customer Delivery

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Job ID: 12301
Job Type: Full-time
Location: Nashua, NH
Date Posted: May 31, 2023

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Job Description


We are hiring for a new world!

We are the premier integrator, redefining client experiences through leading-edge technology, unrivaled service, and passionate people.

We are focused on bringing the power of technology to create new experiences in the fields of smart homes, smart enterprises, and smart venues. Be a part of a talented team and embark on an exciting journey.

Are you looking to take your career to the next level? If you do, then be with an organization that is growing and helping each new generation stay up to date with the most advanced solutions in integration.

Position Summary: National Director of Customer Delivery      

The National Director of Customer Delivery will manage and improve all post sales activity. They will build a synergistic relationship with department managers to deliver the best customer experience. This position will be responsible for interviewing, hiring, training, motivating, and disciplining operational department managers and associates, as well as coaching and mentoring others within the organization. Strengths in operational excellence for ensuring the effective and efficient running of the day-to-day business operations, and profitability of the company by maintaining booked margins post sale. You would also focus on developing plans and processes to ensure the customer experience is optimal both external and internal and our “customer first” core value is always priority. You will drive the implementation of best practices and support processes

Responsibilities will include, but will not be limited to the following:

  • Respect and promote inclusion & diversity.
  • Be an active part of the (NPS) Net Promoter Score and Employee Engagement - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs, and helping us elevate opportunities to do better for our customers.
  • Drive communication initiatives within the organization around our strategic pillars.
  • In collaboration with subject matter experts across the Company, identify, write, edit, publish and deliver impactful communications to our Associates.
  • Drive employee engagement informs employees and reinforces the company values and vision.
  • Develop and communicate quantitative and qualitative metrics evaluating effectiveness of the operation.
  • Lead in the VP’s absence and be a voice for the team.
  • Coaching and mentoring other members on the team.
  • Maintain Booked margin
  • Ensure the proper utilization of Q360 (become an expert in Q360)
  • Maintain a proper staffing to ensure customer delivery
  • Oversee day-to-day business operations
  • Provide leadership and guidance to all Operational initiatives
  • Collaborate with executive management to define policies and implement procedures, performance standards, and best practices
  • Evaluate employee performance and provide coaching and support as needed
  • Work with finance to manage profit and loss statements and account for costs and revenues
  • Allocate budget resources for supplies, equipment, and personnel
  • Lead, motivate, and support a large team of field and office staff within a time-sensitive and demanding environment, including many large-scale client projects, and set up and implementation of career development plans for all direct reports and problem resolutions
  • Resolve operational issues and project resource support, identify opportunities to improve processes, gain efficiencies, and improve financial performance.
  • Prioritize issues and resolve problems based on business impact.
  • Communicate effectively up and down the organization.
  • Additional duties and projects as assigned.

To join our band, you'll need the following experience:

  • Strong leadership with emphasis on collaboration, proactive, flexible, can-do attitude.
  • Strong project and program management skills, with the ability to drive multiple projects simultaneously.
  • Exceptional written and oral communication skills.
  • Skilled in multi-tasking, delivering under tight timelines, adapting quickly to change.
  • Ability to create and foster productive and engaging employee relationships.

Why Guitar Center? Here's just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave--take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Travel Requirements:

  • Occasional travel may be required dependent on business needs

Pay Rate: $163,980 - $200,420 annually 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.

About AVDG

Founded in 1996, Audio Visual Design Group (AVDG) is a leading design-build firm specializing in next-generation AV design & integration, revolutionizing smart homes, smart enterprises, and smart venues for clients across the globe.  Our innovative, passionate, and technical culture allows us to deliver the most sophisticated systems and continuously change the AV landscape demonstrating to clients what technology can do for them.  AVDG’s world-class team and original smart-system solutions are regarded among the best in the industry.

Since joining the Business Solutions Division of the Guitar Center Company in late 2017, AVDG has been able to leverage new avenues of growth and opportunities to better support our clients and our team. Guitar Center is bolstering AVDG’s high-growth trajectory, rigorously expanding our national footprint.

We believe in putting our customers first, engaging with respect and integrity, and fulfilling our mission with passion.  

Why join us?

At AVDG, you will join a peer group of like-minded people who are passionate about Audio, Video, Lighting and Control technologies. You will be given the freedom to apply your craft to deliver outstanding customer experiences that are enabled by technology. You will access many opportunities to learn including access to the newly launched AVDG University. As AVDG is a part of the larger Guitar Center group, you will find opportunities to expand your career and to collaborate beyond Pro AV if you choose to.

 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 jobrelated 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 a reasonable accommodation by sending an email to [email protected] 

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