Vice President, Customer Service Sales Operations

Fender Musical Instruments Corporation is a world famous brand with offices across the globe. An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument, it’s a cultural symbol that resonates globally.

We are searching for a VP, Customer Service and Sales Operations based in Scottsdale, AZ. This role will create, own and drive our goal of providing effortless customer experience with our consumers and our network of dealers while fueling increased sales.  

Essential Functions:

• Develop and execute the customer service and sales operations strategy aligned with business goals, focusing on digital transformation and AI adoption.
• Drive initiatives to improve customer satisfaction, retention, and loyalty through innovative use of technology.
• Lead the evaluation, selection, and implementation of AI tools to enhance customer service and streamline sales operations.
• Partner with IT, marketing, and product teams to ensure technology implementations align with broader business objectives.
• Ensure ethical AI practices and data privacy compliance across all customer interactions.
• Identify opportunities to automate repetitive tasks, improve response times, and personalize customer interactions using AI-driven solutions.
• Oversee optimizing sales processes, order management, and post-sale support to improve efficiency and scalability.
• Develop and monitor key performance indicators (KPIs) to measure the success of customer service and operations initiatives.
• Ensure robust training programs for staff on new tools and systems
• Additional duties as assigned

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related field (MBA or equivalent advanced degree preferred).
• 10+ years of experience leading customer service, sales operations, or related functions, with at least 5 years in senior leadership roles.
• Proven track record of successfully implementing AI-driven solutions and digital transformation initiatives within customer service or sales operations
• Excellent communication and interpersonal skills with the ability to build long-lasting and effective business relationships
• Strong background in process improvement and change management methodologies
• Significant experience in managing and directing remote teams

About Fender Musical Instruments:

Fender Musical Instruments Corporation (FMIC) is one of the world’s leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender®, Squier®, Presonus®, Gretsch®, Jackson®, EVH®, Charvel®, Bigsby®, and Groove Tubes®, among others. For more information, visit www.fender.com. FMIC offers a competitive benefits package which includes medical, dental, 401(k), paid time off, and an equipment purchase program to help you get the band back together. Fender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veterans’ status, sexual orientation, or any other protected factor.

Fender is required by law in certain jurisdictions to include a pay scale in the job posting for this position.  “Pay scale” means the salary or hourly wage range that Fender reasonably expects to pay for this position; it is neither a promise nor a guarantee of the compensation that the successful candidate will receive.  The pay scale for this position takes into account the wide range of factors that Fender considers in making compensation decisions, including, without limitation: skill set, experience, and training, licensure and certifications, and other business and organizational needs.  If this is a remote position, the pay scale disclosed herein may be adjusted further based upon the applicable geographic differential associated with the location from which the successful candidate will work.  Please note that it is not typical for a Fender employee to be at or near the top of the pay scale for their role – especially as a new hire – and compensation decisions are dependent on the facts and circumstances of each case.  Subject to the foregoing, the current pay scale for this position is $180,000-$260,000 per year.