Join the Starbucks Team: Where Passion Meets Purpose
At Starbucks, we're not just about serving coffee; we're about creating a culture of connection, community, and belonging. As a company that's been at the forefront of innovation and customer experience, we're always looking for talented individuals who share our passion for making a difference. As a Shared Services Manager, Partner & Customer Service, you'll play a critical role in shaping the future of our contact center service experiences, driving operational excellence, and delivering intuitive and effortless service experiences across multiple channels.
About the Role
As a Shared Services Manager, you'll be part of a dynamic team that's dedicated to continuous improvement and customer satisfaction. You'll work cross-functionally to identify opportunities for growth, implement countermeasures to eliminate waste, mitigate risk, reduce costs, and drive operational excellence. Your expertise in Continuous Improvement tools and methods will be instrumental in coordinating and leading transformational improvement projects that make a tangible impact on our customers and partners.
Key Responsibilities:
- Lead continuous improvement efforts to evolve the service experience delivered by Starbucks contact centers, focusing on operational excellence and customer satisfaction.
- Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce costs, and drive operational excellence.
- Educate team members on operational improvement and Continuous Improvement principles, promoting a culture of innovation and excellence.
- Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, ensuring a secure and trustworthy customer experience.
- Collaborate with stakeholders to drive brand affinity, grow customer loyalty, and reduce contact volume, ultimately enhancing the overall customer experience.
What We're Looking For
To succeed in this role, you'll need a unique blend of skills, experience, and passion for Continuous Improvement and customer satisfaction. Here are the essential qualifications we're looking for:
Essential Qualifications:
- 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
- 3 years of implementation and/or project management experience, with a proven track record of delivering results-driven projects.
- 3+ years of conducting requirements gathering and analysis, with expertise in identifying business needs and developing solutions.
- Expertise in building and establishing relationships across multiple levels, both within and external to the organization.
- Skilled in influencing and managing change, with the ability to navigate complex organizational dynamics.
- Strong decision-making skills, with the ability to apply a structured problem-solving framework.
- Bachelor's degree or significant relevant experience, with a strong foundation in business principles and practices.
Preferred Qualifications:
- Hands-on experience designing tools for operations supporting contact centers or customer experience, with a deep understanding of the customer journey.
- Strong organizational planning, development, and business judgment, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Demonstrated history of delivering innovative solutions, with a passion for staying ahead of the curve.
- Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
What You'll Gain
As a Shared Services Manager at Starbucks, you'll have the opportunity to develop your skills and expertise in a dynamic and supportive environment. Here are just a few of the benefits you can expect:
- Career growth opportunities: With a company that's committed to developing extraordinary leaders, you'll have the chance to grow and develop your career in a meaningful way.
- Learning benefits: From training programs to mentorship opportunities, we'll provide you with the tools and resources you need to succeed.
- Competitive compensation and benefits: We offer a comprehensive compensation and benefits package, including 100% tuition coverage through our Starbucks College Achievement Plan, health coverage, and stock & savings programs.
- Flexible work arrangements: As a remote role, you'll have the flexibility to work from anywhere, with the option to work from our Seattle office up to two days per week.
Our Culture
At Starbucks, 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. Here are just a few highlights of our company culture:
- Diversity and inclusion: We're committed to creating a workplace that's inclusive and welcoming to all partners, regardless of their background or identity.
- Community involvement: We're passionate about giving back to our communities, with a range of initiatives and programs that support local causes and charities.
- Partner benefits: From free coffee to flexible scheduling, we offer a range of benefits that support our partners' well-being and happiness.
Compensation and Benefits
We offer a comprehensive compensation and benefits package that's designed to support our partners' financial well-being. Here are just a few highlights:
- Competitive pay: We're committed to offering fair and competitive compensation that reflects the value you bring to our organization.
- Benefits: From health coverage to stock & savings programs, we offer a range of benefits that support our partners' financial security.
- Tuition coverage: Through our Starbucks College Achievement Plan, we'll cover 100% of your tuition costs, helping you to achieve your educational goals.
Ready to Join Our Team?
If you're a motivated and passionate individual who's committed to delivering exceptional customer experiences, we want to hear from you. As a Shared Services Manager at Starbucks, you'll have the opportunity to make a real difference in the lives of our customers and partners. Apply today and join our team of extraordinary leaders who are shaping the future of our company!
Starbucks Corporation is an equal opportunity employer and is committed to creating a diverse and welcoming workplace. 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.
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