Director, Partner & Customer Service (Remote) - Leading Global Contact Centers and Customer Experience

Join the Starbucks Team as a Director, Partner & Customer Service (Remote)

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving operational excellence in global contact centers? If so, we want to hear from you! Starbucks is seeking a talented Director, Partner & Customer Service to lead our remote team and drive the strategy, planning, operations, and continuous improvement of world-class customer and partner experiences.

About Starbucks

From its humble beginnings, Starbucks has been committed to being a different kind of company - one that not only celebrates coffee and its rich tradition but also brings a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. As a partner at Starbucks, you will be part of a team that is dedicated to inspiring and uplifting each other, as well as our customers.

Job Summary

As a Director, Partner & Customer Service, you will be responsible for leading a team of customer experience professionals across multiple global contact centers. Your mission will be to deliver exceptional partner and customer experiences through innovative work methodologies, process improvements, technology, and analytics & insights. You will oversee outsourced contact center functions, identify areas for improvement, and implement strategies to drive operational excellence.

Key Responsibilities:

• Develop and execute a comprehensive strategy to deliver world-class customer and partner experiences across global contact centers
• Lead a team of customer experience professionals, providing coaching, feedback, and development opportunities to ensure high-performance and engagement
• Identify, understand, and align with customer needs, developing plans and budgets to deliver exceptional 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, scaling operations through standardized processes and industry-leading digital capabilities
• Collaborate with cross-functional teams to integrate business changes into all aspects of contact center operations
• Develop and implement operations improvement strategies for global contact centers, leveraging Lean, Six Sigma, or similar methodologies
• Build, scale, and lead large teams, including outsource agents, and develop leaders and managers

Requirements and Qualifications

Essential Qualifications:

• 10 years of experience leading contact centers and/or customer experience centers
• 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
• Bachelor's degree in a related field; Master's degree preferred

Preferred Qualifications:

• 5+ years of experience leading contact centers in an outsourced environment
• Experience leveraging Lean, Six Sigma, or similar methodologies
• Demonstrated track record of results and improvements

Skills and Competencies

To succeed in this role, you will need:

• Strong leadership and management skills, with the ability to drive engagement, development, and performance of team members
• Excellent communication and interpersonal skills, with the ability to adjust communication style to create relatable content for diverse audiences
• Strategic thinking and problem-solving skills, with the ability to analyze complex data and develop actionable insights
• Experience with analytics and insights, with the ability to drive data-driven decision-making
• Strong business acumen, with the ability to develop and manage budgets, forecasts, and financial plans

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:

• Comprehensive training and development programs, including leadership development, coaching, and mentoring
• Opportunities for career advancement and growth, both within and outside of the contact center organization
• Flexible scheduling and opportunities for paid time off
• Competitive compensation and benefits package, including 100% tuition coverage through our Starbucks College Achievement Plan, health coverage, and stock & savings programs

Work Environment and Company Culture

At Starbucks, we pride ourselves on our company culture and work environment. As a remote partner, you will have the flexibility to work from home and collaborate with a global team. We offer:

• A flexible workplace that allows for hybrid work, with the option to work remotely up to two days per week
• A collaborative and inclusive work environment, with a focus on diversity, equity, and inclusion
• Opportunities to connect with colleagues and leaders through regular town halls, team meetings, and social events

Compensation, Perks, and Benefits

We offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners, including:

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

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information].

Equal Employment Opportunity

Starbucks is 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. 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 [[email protected]](mailto:[email protected]).

We look forward to hearing from you! Apply today and join our team of passionate and dedicated partners.