About Us
At Starbucks, we're not just a coffee company – we're a community-driven organization that's passionate about creating a culture of connection and inclusivity. From our humble beginnings to our current global presence, we've always strived to be a different kind of company that not only celebrates the rich tradition of coffee but also brings people together. As a leader in the industry, we're committed to developing extraordinary leaders who share our passion and are guided by their service to others.
Job Summary
We're seeking an exceptional leader to join our team as a Director, Partner & Customer Service. This key role will be responsible for driving the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences through multi-disciplinary global contact centers and related functions. As a leader in this role, you'll have the opportunity to leverage innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.
Key Responsibilities
As a Director, Partner & Customer Service, you'll have the following key responsibilities:
- Model leadership behaviors that are grounded in Starbucks' Mission and Values, driving the engagement, development, and performance of all members of the team.
- Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their growth and success.
- Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering world-class operations and services.
- Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials.
- Lead initiatives to identify and eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, consistently deliver exceptional customer/partner experiences, and seamlessly integrate business changes into all aspects of contact center operations.
- Collaborate with cross-functional teams to drive business growth and improve operational efficiency.
- Develop and implement operations improvement strategies for global contact centers, leveraging innovative work methodologies, process improvements, technology, and analytics & insights.
- Build, scale, and lead large teams, including outsource agents, and develop leaders and managers to drive business success.
- Lead transformation and continuous improvement initiatives, leveraging Lean, Six Sigma, or similar methodologies to drive results and improvements.
- Communicate complex ideas and concepts effectively, adjusting communication style to create relatable content for diverse audiences to gain collaboration and drive business results.
Essential Qualifications
To be successful in this role, you'll need to have:
- 10 years' experience leading contact centers and/or customer experience centers.
- 5+ years' experience leading contact centers in an outsourced environment (preferred).
- Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology.
- Experience developing and implementing operations improvement strategies for global contact centers.
- Comfortable with a fast-paced environment and all aspects of change management.
- Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers.
- Experience leading transformation and continuous improvement initiatives.
- Progressive experience with storytelling/communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration.
- Experience leveraging Lean, Six Sigma, or similar methodologies.
- Demonstrated track record of results and improvements.
- Master's degree (preferred).
Skills and Competencies
To excel in this role, you'll need to possess the following skills and competencies:
- Strategic thinking and planning.
- Leadership and team management.
- Communication and interpersonal skills.
- Problem-solving and analytical skills.
- Change management and adaptability.
- Results-driven and customer-focused.
- Collaboration and teamwork.
- Continuous learning and professional development.
Career Growth Opportunities and Learning Benefits
As a Director, Partner & Customer Service, you'll have the opportunity to:
- Develop and implement world-class customer and partner experiences.
- Lead large teams and develop leaders and managers.
- Drive business growth and improve operational efficiency.
- Collaborate with cross-functional teams to drive business success.
- Access training and development programs to enhance your skills and competencies.
- Participate in mentorship and coaching programs to support your career growth.
Work Environment and Company CultureWork Environment and Company Culture
As a Director, Partner & Customer Service, you'll have the opportunity to work in a dynamic and fast-paced environment that's passionate about creating a culture of connection and inclusivity. Our company culture is built on the following values:
- Embracing diversity and inclusion.
- Fostering a culture of connection and community.
- Empowering our partners to grow and develop.
- Delivering exceptional customer experiences.
- Driving business growth and innovation.
We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities.
Compensation, Perks, and Benefits
As a Director, Partner & Customer Service, you'll be eligible for a comprehensive compensation and benefits package, including:
- Competitive pay and benefits.
- 100% tuition coverage through our Starbucks College Achievement Plan.
- Health coverage with a variety of plans to choose from.
- Stock & savings programs like our equity reward program, Bean Stock.
- Flexible scheduling and opportunities for paid time off.
- A flexible workplace that allows for hybrid work (up to two days per week) for partners living in the greater Seattle area.
We're proud to offer a comprehensive compensation and benefits package that supports our partners' well-being and career growth.
How to Apply
If you're passionate about creating a culture of connection and inclusivity, and you're looking for a challenging and rewarding role that will allow you to grow and develop as a leader, we encourage you to apply for this exciting opportunity.
To apply, please visit our website and submit your application. We're an equal opportunities employer and welcome applications from diverse candidates.
Equal Employment Opportunity
Starbucks Corporation is committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities.
We're an equal opportunities employer and welcome applications from diverse candidates. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at
[email protected].
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