Gibson Custom Shop is seeking a highly organized, detail driven Made to Measure Project Specialist to help shape and deliver one of the most bespoke experiences in the world of musical instruments. This role sits at the intersection of craftsmanship, artistry, and customer experience - serving as a central liaison between customers, dealers, artists, and our skilled operational teams. As the Made to Measure Project Specialist, you will act as a trusted guide and concierge, partnering closely with customers throughout their guitar building journey while ensuring each instrument is executed with absolute precision. You will also support artist builds and special projects and serve as the curator of the Gibson Electric Made to Measure offering, helping evolve a portfolio that reflects Gibson’s legacy, innovation, and uncompromising standards. This role is ideal for someone who appreciates the nuance of fine instruments, thrives in a high-touch, detail-oriented environment, and is passionate about bringing exceptional custom guitars to life.
Essential Functions
- Owns the end-to-end coordination of Made to Measure, Dealer Select, and Custom Select electric guitar orders.
- Serve as the primary point of contact for dealers and internal stakeholders on all Made to Measure projects.
- Act as a concierge and trusted partner, guiding customers through a highly personalized, consultative custom guitar buying experience.
- Translate customer vision into precise, production-ready documentation.
- Steward each build through its lifecycle, maintaining alignment to timelines, quality, and expectations.
- Communicate with intention – providing clear updates, managing changes, and anticipating risks.
- Collaborate closely with luthiers, production, supply chain, and quality teams to bring each instrument to life.
- Support artist builds and special projects with a white-glove, detail-first approach.
- Serve as a curator of the Made to Measure offering, shaping available options, materials, and configurations.
- Oversee customer-selected materials, ensuring they are properly documented, tracked, and seamlessly delivered to operations in support of each custom guitar build.
- Maintain and refine Made to Measure pricing, preserving consistency, integrity, premium market positioning.
- Resolve issues with urgency, professionalism, and a commitment to excellence.
- Maintain clean, accurate data across systems and reporting tools.
- Contribute to the ongoing evolution and continuous improvement of the Made to Measure program.
- Adherence to the Gibson Cardinal Safety Rules as per the Gibson Playbook for Cardinal Safety Rules and General Safety Rules.
- Other duties as assigned.
Required Skills/Abilities
- Customer Experience Excellence: Ability to deliver a high-touch, concierge-level experience, guiding customers through a personalized and often complex custom ordering journey.
- Project Management: Strong ability to manage multiple concurrent, detail-intensive projects from concept through completion with precision and accountability.
- Detail Orientation: Exceptional attention to detail, especially in reviewing specifications, documenting custom orders, and ensuring alignment across teams.
- Communication & Relationship Management: Clear, professional communicator with the ability to build trust with dealers, internal teams, artists, and craftspeople.
- Cross-Functional Collaboration: Proven ability to work effectively across production, luthiers, supply chain, and commercial teams to drive outcomes.
- Problem Solving & Adaptability: Comfortable navigating ambiguity and resolving unique, non-standard requests with sound judgment and creativity.
- Operational Coordination: Ability to manage complex workflows, including tracking specifications, timelines, and customer-selected materials through delivery to operations.
- Product & Craft Appreciation: Working knowledge of, or a strong aptitude to learn electric guitar construction and customization options.
Required Education and Experience
- Experience within the musical instrument industry or adjacent craftsmanship-driven industries (luxury goods, woodworking, or specialty manufacturing) is preferred.
- Proven ability to manage complex projects with ownership and follow-through.
- Strong knowledge of electric guitars, including construction methods, and customization options – or a demonstrated ability to quickly build deep product expertise.
- Experience collaborating across cross-functional teams, including production, supply chain, and commercial or customer-facing groups.
- Familiarity with ERP or order management systems, including maintaining accurate data and tracking workflows.
- 2-5 years of experience in project coordination, operations, manufacturing support, or customer facing roles within a detail-driven environment.
- Bachelor’s degree in business, Operations, Supply Chain, Engineering, or a related field or formal training from a guitar luthier school.
Essential Knowledge
- Knowledge of electric guitars and customization options.
- Project management and multitasking in complex, high-touch environments.
- Premium customer experience and pricing fundamentals.
- Custom manufacturing processes and cross-functional dependencies.
- Material and order tracking through production.
- Organization, workflow coordination, and detail accuracy.
- Order management systems and product configuration.
Personal Qualities
- Passionate about guitars, music, craftsmanship, and the creative process.
- Affinity for the global guitar community – artists, collectors, dealers, and fans.
- Curious in nature and always looking for better ways of working (recommends improvements)
- Highly organized and disciplined in managing multiple priorities.
- Customer-focused with a consultative, service-driven mindset.
- Proactive communicator with strong ownership and follow-through.
- Collaborative and effective across cross-functional teams.
Travel Requirements
- This position is mostly office-based but may involve irregular travel.
Physical Demands
- Primarily office-based work requires extended periods of sitting and computer use.
- Frequent communication (written and verbal) with internal teams, dealers, and partners.
- Ability to lift and move light items (e.g., guitars, cases, or small materials) up to 25 lbs.
- Periodic work within manufacturing or workshop areas, which may include exposure to wood dust, fumes, noise, and other typical production conditions.