Director, Global Partner & Customer Service Experience - Contact Center Operations & Strategy (Remote)

Join the Starbucks Team: Elevating Customer and Partner Experience through Innovative Contact Center Leadership

At Starbucks, we're not just about serving coffee; we're about creating a culture of connection, community, and belonging. As a company that has always been driven by a passion for people and a commitment to excellence, we're now seeking an exceptional leader to join our team as a Director, Global Partner & Customer Service Experience. This pivotal role will be at the forefront of shaping our customer and partner experience strategy, leveraging cutting-edge contact center operations, and fostering a culture of continuous improvement and innovation.

About the Role

As Director, Global Partner & Customer Service Experience, you will be responsible for developing and executing a world-class customer and partner experience strategy across our global contact centers and related functions. This will involve overseeing outsourced contact center operations, driving process improvements, leveraging technology and analytics, and ensuring seamless integration of business changes into our contact center operations. You will be a key member of our leadership team, working collaboratively with stakeholders across the organization to drive business outcomes and deliver exceptional customer and partner experiences.

Key Responsibilities

• Leadership and Team Development: Model Starbucks' leadership behaviors and values, driving team engagement, development, and performance. Set goals, provide coaching and feedback, and create development opportunities for team members.
• Strategy and Planning: Develop and execute customer and partner experience strategies, plans, and budgets that drive world-class operations and services. Establish and measure key metrics, including customer and partner experience, service levels, quality, and financials.
• Operational Excellence: Lead initiatives to identify and eliminate root causes of customer and partner pain points, scale operations through standardized processes and digital capabilities, and deliver exceptional customer and partner experiences.
• Change Management and Innovation: Drive business change and innovation, leveraging Lean, Six Sigma, or similar methodologies to improve processes and operations. Stay ahead of industry trends and emerging technologies to inform contact center strategy and operations.
• Collaboration and Communication: Work collaboratively with cross-functional teams, communicating complex ideas and concepts in a clear and relatable way to diverse audiences. Build and maintain strong relationships with stakeholders, including outsourced contact center partners.

Essential Qualifications

• 10+ years of experience leading contact centers and/or customer experience centers, with a proven track record of driving operational excellence and delivering exceptional customer experiences.
• 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, with a focus on scalability and sustainability.
• Strong leadership and team development skills, with experience building, scaling, and leading large teams, including outsourced agents.
• Excellent communication and storytelling skills, with the ability to adjust communication style to diverse audiences.
• Experience with Lean, Six Sigma, or similar methodologies, with a demonstrated track record of driving process improvements and operational excellence.

Preferred Qualifications

• 5+ years of experience leading contact centers in an outsourced environment.
• Master's degree in a relevant field, such as business administration or organizational leadership.
• Experience working in a fast-paced, dynamic environment with a proven ability to adapt to change and drive business outcomes.

Skills and Competencies

To succeed in this role, you'll need to possess a unique blend of skills and competencies, including:

• Strategic thinking and problem-solving, with the ability to drive business outcomes and deliver exceptional customer experiences.
• Strong leadership and team development skills, with a focus on building and scaling high-performing teams.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Experience with data analysis and interpretation, with the ability to inform business decisions and drive process improvements.
• A customer-centric mindset, with a passion for delivering exceptional customer experiences and driving customer loyalty.

Career Growth Opportunities and Learning Benefits

At Starbucks, we're committed to helping our partners grow and develop in their careers. As a Director, Global Partner & Customer Service Experience, you'll have access to a range of learning and development opportunities, including:

• Leadership development programs, designed to help you build and refine your leadership skills.
• Industry conferences and training events, providing opportunities to stay ahead of industry trends and emerging technologies.
• Mentorship and coaching, with experienced leaders and professionals who can provide guidance and support.

Work Environment and Company Culture

As a remote role, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. At Starbucks, we're committed to creating a culture of inclusion, diversity, and belonging, where everyone feels valued and supported. Our company culture is built on a foundation of respect, empathy, and kindness, and we're proud to offer a range of benefits and perks that support our partners' well-being and happiness.

Compensation, Perks, and Benefits

At Starbucks, we offer a comprehensive compensation and benefits package that includes:

• Competitive pay and bonus opportunities.
• A range of health and wellness benefits, including medical, dental, and vision coverage.
• 100% tuition coverage through our Starbucks College Achievement Plan.
• Stock and savings programs, including our equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off.
• Free coffee and other perks, because we believe in showing our appreciation for our partners in meaningful ways.

Join Our Team

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we want to hear from you. As a Director, Global Partner & Customer Service Experience, you'll have the opportunity to make a real impact on our business, while being part of a dynamic and collaborative team. Apply today and join our mission to inspire and nurture the human spirit - one cup at a time.

Starbucks is an equal opportunity employer, committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. 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.