Shared Services Manager, Partner & Customer Service (Remote) - Continuous Improvement Innovator

Join the Starbucks Family as a Continuous Improvement Innovator!

At Starbucks, we're passionate about creating a unique and exceptional experience for our customers and partners. As a company that celebrates coffee and connection, we're committed to developing extraordinary leaders who share our passion and are guided by their service to others. If you're a motivated and innovative professional looking to make a difference, we invite you to join our team as a Shared Services Manager, Partner & Customer Service (Remote) - Continuous Improvement Innovator!

About Us

Starbucks is a global company that has been dedicated to delivering high-quality coffee and customer experiences for over four decades. Our mission is to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. We're known for our commitment to our partners, customers, and communities, and we're looking for talented professionals like you to join our team.

Job Summary

As a Shared Services Manager, Partner & Customer Service (Remote) - Continuous Improvement Innovator, you will play a critical role in driving operational excellence and continuous improvement across our contact centers. You will work cross-functionally 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.

Key Responsibilities:

• Lead continuous improvement efforts to evolve the service experience delivered by Starbucks contact centers, pairing an obsession with operational excellence with continuous improvement skill and expertise to coordinate and lead transformational improvement projects.
• 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 CI principles.
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center.
• Support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, drive brand affinity, grow customer loyalty, while reducing contact volume.
• Work closely with stakeholders to identify and prioritize improvement opportunities, develop and implement solutions, and measure the impact of changes.
• Develop and maintain relationships with internal and external partners to drive business outcomes and improve customer experiences.

Requirements

Essential Qualifications:

• Bachelor's degree or significant relevant experience.
• 5+ years working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
• 3 years of implementation and/or project management experience.
• 3+ years conducting requirements gathering and analysis.
• Expert 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).

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.

What We Offer

Compensation and Benefits:

At Starbucks, we're 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.
• Stock & savings programs like our equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off.
• Competitive pay.
• Free coffee and other perks!

Work Environment:

As a remote worker, you'll have the flexibility to work from home and enjoy a better work-life balance. 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.

Career Growth Opportunities and Learning Benefits

At Starbucks, we're committed to helping our partners grow and develop their skills. We offer a range of training and development programs, including:

• Leadership development programs.
• Technical skills training.
• Mentorship opportunities.
• Tuition reimbursement.

Company Culture

At Starbucks, we're passionate about 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. We're committed to:

• Diversity, equity, and inclusion.
• Creating a culture of belonging.
• Supporting our partners' well-being and success.

How to Apply

If you're a motivated and innovative professional looking to make a difference, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

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're 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 [email protected].