Now Brewing – Contact Center and Customer Experience Leaders! #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 for a key leadership role – Director, Partner & Customer Service. This leader will be responsible for the strategy, planning, operations, delivery, programs, financials and continuous improvement of world class customer and partner experience through multi-disciplinary global contact centers and related functions. This includes oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.
Partner & Customer Service includes the operations of global contact centers with multiple channels supporting categories including retail, customer relations, human resources, facilities/equipment, and technology support while preparing services and operations to grow and scale.
In this role, you will:
• Model leadership behaviors that are grounded in Starbucks’ Mission and Values. Drive the engagement, development, and performance of all members of the team. Set goals and actively provide partners with coaching, feedback, and development opportunities.
• Identify, understand and align with customer needs and develop strategy, plans, budgets and deliver 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 change(s) into all aspects of contact center operations.
• Enjoy working on an energetic, fun team and have the ability to drive the business forward as part of a highly collaborative team, while acting in accordance with Starbucks guiding principles.
We’d love to hear from people with:
• 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.
• Has experience leveraging Lean, Six Sigma, or similar methodologies
• Demonstrated track record of results and improvements
• Master’s degree preferred
As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com.
*If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
We believe we do our best work when we're together, which is why we're onsite four days a week.
Join us and inspire with every cup. Apply today!
Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
Starbucks Coffee Company 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 applicantaccommodation@starbucks.com or 1(888) 611-2258.