Experienced Shared Services Manager, Partner & Customer Service – Remote Opportunity to Drive Continuous Improvement and Operational Excellence

Introduction to Starbucks

At Starbucks, we have always been driven by a passion to be a different kind of company. From our humble beginnings, we set out to not only celebrate the rich tradition of coffee but to also bring people together, fostering a sense of connection and community. This mission has guided us in developing extraordinary leaders who share our passion for service and are dedicated to making a positive impact. As we continue to grow and evolve, we are committed to creating a work environment that is inclusive, diverse, and welcoming to all.

Job Overview

We are seeking an experienced Shared Services Manager, Partner & Customer Service to join our team. As a key member of our Partner and Customer Service team, you will play a critical role in driving continuous improvement and operational excellence across our contact centers. Your expertise and passion for making it easy for customers to get help will be essential in delivering intuitive and effortless service experiences across multiple channels. If you are a motivated and results-driven professional with a passion for continuous improvement, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Lead cross-functional teams to improve contact center service experiences for customers, partners, and agents, using Continuous Improvement tools and methods to identify opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence.
• Support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, driving brand affinity, growing customer loyalty, and reducing contact volume.
• Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence.
• Educate team members on operational improvement and Continuous Improvement (CI) principles.
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center.

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 experience in implementation and/or project management.
• 3+ years of experience conducting requirements gathering and analysis.
• Expertise in building and establishing relationships across multiple levels, both within and external to the organization.
• Skilled in influencing and managing change.
• Ability to work in a fast-paced and changing environment.
• Strong decision-making skills.
• Ability to apply a structured problem-solving framework.
• Process improvement experience (formal or informal).
• Bachelor's degree or significant relevant experience.

Preferred Qualifications

• Hands-on experience designing tools for operations supporting contact centers or customer experience.
• 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.

Career Growth Opportunities and Learning Benefits

At Starbucks, we are committed to the growth and development of our partners. As a Shared Services Manager, Partner & Customer Service, you will have access to a range of training and development opportunities to help you build your skills and advance your career. Our comprehensive learning and development programs are designed to support your continuous growth and improvement, ensuring that you have the skills and knowledge needed to succeed in your role and beyond.

Work Environment and Company Culture

Our company culture is built on a foundation of respect, empathy, and inclusivity. We believe that everyone deserves to be treated with dignity and respect, and we strive to create a work environment that is welcoming and inclusive to all. As a partner, you will be part of a dynamic and supportive team that is passionate about making a positive impact. We offer a range of benefits and perks to support your well-being, including flexible scheduling, paid time off, and a comprehensive compensation and benefits package.

Compensation, Perks, and Benefits

We offer a competitive compensation and benefits package to our eligible part-time and full-time partners. Our benefits include:

• 100% tuition coverage through our Starbucks College Achievement Plan.
• Health coverage with a variety of plans to choose from.
• Stock and savings programs, including our equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off.

Conclusion

If you are a motivated and results-driven professional with a passion for continuous improvement, we encourage you to apply for this exciting opportunity. As a Shared Services Manager, Partner & Customer Service, you will play a critical role in driving operational excellence and delivering exceptional customer experiences. Join our team and inspire with every cup. Apply today!

Starbucks is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. 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.