**Director, Partner & Customer Service (Remote) - Lead the Way in Delivering Exceptional Experiences**

At Starbucks, we're not just brewing coffee - we're crafting a culture of connection, community, and exceptional customer experiences. As a leader in our company, you'll have the opportunity to shape the future of our customer and partner service, driving innovation and excellence in a fast-paced, dynamic environment. If you're passionate about delivering world-class experiences, leading high-performing teams, and driving business growth, we want to hear from you. **About Us** Starbucks has always been about more than just great coffee. We're a company that's deeply committed to our mission and values, and we're looking for leaders who share our passion for making a difference in the lives of our customers and partners. Our company culture is built on a foundation of respect, empathy, and a commitment to excellence, and we're proud to be a leader in the industry when it comes to diversity, equity, and inclusion. **Job Summary** As our Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences 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. **Key Responsibilities** * Model leadership behaviors that are grounded in Starbucks' Mission and Values, driving the engagement, development, and performance of all members of the team * Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure they have the skills and knowledge needed to succeed * Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering 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 * Collaborate with cross-functional teams to drive business growth, improve customer satisfaction, and enhance partner engagement **Essential Qualifications** * 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) **Preferred Qualifications** * Experience working in a customer-centric industry * Familiarity with Starbucks' products and services * Experience working in a global, multi-cultural environment * Fluency in multiple languages (desired) **Skills and Competencies** * Strong leadership and management skills, with the ability to inspire and motivate teams to achieve exceptional results * Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders * Strong analytical and problem-solving skills, with the ability to identify and address complex issues * Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and deadlines * Strong business acumen, with the ability to drive business growth and improve customer satisfaction * Experience with contact center technology and analytics (desired) **Career Growth Opportunities and Learning Benefits** At Starbucks, we're committed to helping our leaders grow and develop their skills and knowledge. As a Director, Partner & Customer Service, you'll have access to a range of training and development opportunities, including: * Leadership development programs to help you build your skills and knowledge * Coaching and mentoring from experienced leaders * Opportunities to participate in cross-functional teams and projects * Access to industry-leading technology and analytics tools * A comprehensive benefits package, including 100% tuition coverage through our Starbucks College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock **Work Environment and Company Culture** As a remote employee, you'll have the flexibility to work from home up to two days per week, with the option to work from our Seattle office or other Starbucks locations as needed. Our company culture is built on a foundation of respect, empathy, and a commitment to excellence, and we're proud to be a leader in the industry when it comes to diversity, equity, and inclusion. **Compensation, Perks, and Benefits** We're proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners, including: * Competitive pay and benefits package * 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 * A comprehensive benefits package, including 401(k) matching, employee assistance programs, and more **How to Apply** If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving business growth, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunity employer and welcome applications from diverse candidates. **Equal Employment Opportunity** Starbucks Corporation 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 [email protected]. Apply for this job