Director, Partner & Customer Service – Global Contact Center and Customer Experience Leadership (Remote Opportunity)

Introduction to Starbucks and Our Mission

From its inception, Starbucks has been driven by a passion to be a different kind of company – one that not only celebrates the rich tradition of coffee but also fosters a sense of connection among people. This mission has guided us in developing extraordinary leaders who share our passion for service to others. As we continue to grow and evolve, we are seeking a talented and experienced leader to join our team as a Director, Partner & Customer Service. This key leadership role will be instrumental in shaping the strategy, planning, operations, and continuous improvement of our world-class customer and partner experience through our global contact centers and related functions.

Job Overview

The Director, Partner & Customer Service will be responsible for overseeing the operations of our global contact centers, which support multiple channels across various categories, including retail, customer relations, human resources, facilities/equipment, and technology support. This role will also involve leveraging innovative work methodologies, process improvements, technology, analytics, and insights to deliver exceptional partner and customer experiences and operational excellence. As a leader in this position, you will model leadership behaviors grounded in Starbucks' Mission and Values, drive engagement, development, and performance of the team, and set goals while providing coaching, feedback, and development opportunities to partners.

Key Responsibilities

• Develop and implement strategies, plans, budgets, and world-class operations and services that align with customer needs and deliver exceptional customer and partner experiences.
• 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, and seamlessly integrate business changes into all aspects of contact center operations.
• Drive the engagement, development, and performance of all team members, providing coaching, feedback, and development opportunities.
• Collaborate with cross-functional teams to design and implement world-class partner and customer experiences through people, process, and technology.

Essential Qualifications

To be successful in this role, you should have:

• 10 years of experience leading contact centers and/or customer experience centers, with a preference for 5+ years of experience leading contact centers in an outsourced environment.
• 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.
• Comfort with fast-paced environments 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.
• A demonstrated track record of results and improvements.
• A Master's degree is preferred.

Preferred Qualifications

In addition to the essential qualifications, the following are preferred:

• Experience working in a global, multi-channel contact center environment.
• Knowledge of contact center technology and operations.
• Experience with data analysis and performance metrics.
• Strong leadership and management skills, with the ability to motivate and develop teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with partners and stakeholders.

Skills and Competencies

To excel in this role, you should possess the following skills and competencies:

• Leadership: The ability to model leadership behaviors, drive engagement, development, and performance of the team, and set goals while providing coaching, feedback, and development opportunities to partners.
• Strategic Thinking: The ability to develop and implement strategies, plans, budgets, and world-class operations and services that align with customer needs and deliver exceptional customer and partner experiences.
• Communication: Excellent communication and interpersonal skills, with the ability to build strong relationships with partners and stakeholders.
• Problem-Solving: The ability to lead initiatives to identify and eliminate root causes for customer/partner pain points and scale operations through standardized processes and industry-leading digital capabilities.
• Collaboration: The ability to collaborate with cross-functional teams to design and implement world-class partner and customer experiences through people, process, and technology.

Career Growth Opportunities and Learning Benefits

At Starbucks, we are committed to the growth and development of our partners. As a Director, Partner & Customer Service, you will have access to a range of career growth opportunities and learning benefits, including:

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

Work Environment and Company Culture

At Starbucks, we are proud of our company culture, which is built on our Mission and Values. As a Director, Partner & Customer Service, you will be part of a dynamic and collaborative team that is passionate about delivering exceptional customer and partner experiences. Our work environment is fast-paced and energetic, with a focus on innovation, creativity, and continuous improvement.

Compensation, Perks, and Benefits

Starbucks offers a comprehensive compensation and benefits package to our eligible part-time and full-time partners. This includes:

• Competitive pay and bonuses.
• Comprehensive health coverage.
• Stock and savings programs.
• Flexible scheduling and opportunities for paid time off.
• Professional development opportunities.

Conclusion

If you are a motivated and experienced leader who is passionate about delivering exceptional customer and partner experiences, we encourage you to apply for the Director, Partner & Customer Service role. This is a unique opportunity to join a dynamic and collaborative team and contribute to the growth and success of our company. Apply today and inspire with every cup!

Starbucks is an equal opportunity employer, and 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.

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.