Now Brewing – Senior Manager, Customer care on the Partner and Customer Service team! #tobeapartner

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.

We are recruiting a dynamic leader for the senior manager, Customer Care position. This leader will guide and support an experienced team dedicated to resolving escalated customer service issues, managing executive escalations, supporting social care strategy and ensuring crisis communications are met according to defined standards. The senior manager will empower partners with the necessary tools, resources and protocols to deliver exceptional service and exceed expectations. In addition, this role has increased leadership responsibilities including generating insights and collaborating with internal and external stakeholders for short- and long-term strategies and foster continuous improvement.

As a Senior Manager, Customer Care, you will…

• Model leadership behaviors that are grounded in Starbucks Mission and Values. Providing partners with coaching, feedback, and developmental opportunities and building effective teams.

• Manage, develop and implement new processes to address escalations and highly visible mentions. Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams. Partner closely with public affairs, social marketing, risk and legal developing cohesive engagement tactics, social moderation and crisis management guides.

• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media, and address important mentions in real-time through documentation.

• Perform research, listening and performance analysis to inform strategies and storytelling insights through data. Collaborate and establish partnerships with support and business units to continuously innovate and redesign process to better serve our customers and partners.

We’d love to hear from people with:

• Bachelor’s degree or significant relevant experience

• Professional experience managing branded channels across multiple social media platforms

• 5+ years managing successful teams

• 5+ years general business experience in large, matrixed organizations

• 5+ years leading cross-functional initiatives

• 5+ years change management

• Strong organizational planning, development, and business judgment

• Demonstrated history of delivering innovative solutions

• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use

• Strong organizational planning and development, and business judgment

• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities

• Strong awareness of emerging trends and analyzing data to provide actionable insights

• Able to provide insights that influence future strategy. Able to distinguish between an interesting fact and an actionable insight.

• Strong reporting skills; can clearly summarize data into MBR reports.

• People manager; consistent and strong collaborator who galvanizes, leads, and inspires cross-functional teams.

From free coffee to competitive pay, Starbucks is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include 100% tuition coverage through our Starbucks College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock. What’s more, Starbucks offers flexible scheduling and opportunities for paid time off. Visit starbucksbenefits.com for details.

If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week.

Join us and inspire with every cup. Apply today!

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.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at applicantaccommodation@starbucks.com.