Director, Partner & Customer Service – Global Contact Center and Customer Experience Leadership (Remote Opportunity)

Introduction to Starbucks

From its inception, Starbucks has been driven by a passion to be a different kind of company – one that not only celebrates the rich tradition of coffee but also fosters a sense of connection among its customers and partners. This vision has guided the company's journey, leading to the development of extraordinary leaders who share this passion and are dedicated to serving others. As a leader in the global coffee industry, Starbucks continues to innovate and expand its reach, always staying true to its mission and values.

Job Overview

We are currently seeking a highly experienced and visionary leader to fill the role of Director, Partner & Customer Service. This key leadership position will be responsible for developing and implementing strategies to deliver world-class customer and partner experiences through our global contact centers and related functions. The successful candidate will oversee the operations of our multi-disciplinary contact centers, leveraging innovative methodologies, process improvements, technology, and analytics to drive exceptional partner and customer experiences and operational excellence.

Key Responsibilities

• Model leadership behaviors that embody Starbucks' Mission and Values, driving engagement, development, and performance among team members.
• Set goals, provide coaching, feedback, and development opportunities to partners, and actively promote their growth and success.
• Identify, understand, and align with customer needs, developing strategies, 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 of customer and partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and seamlessly integrate business changes into contact center operations.

Requirements and Qualifications

To be considered for this role, candidates should possess:

• 10 years of experience leading contact centers and/or customer experience centers, with a proven track record of delivering exceptional customer and partner experiences.
• 5+ years of experience leading contact centers in an outsourced environment, with a deep understanding of the challenges and opportunities associated with outsourcing.
• Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology, with a focus on driving operational excellence and continuous improvement.
• Experience developing and implementing operations improvement strategies for global contact centers, with a strong understanding of Lean, Six Sigma, or similar methodologies.
• A Master's degree is preferred, although equivalent experience and qualifications will be considered.

Essential Skills and Competencies

• Strong leadership and management skills, with the ability to drive engagement, development, and performance among team members.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with partners, customers, and stakeholders.
• Strong analytical and problem-solving skills, with the ability to drive data-driven decision-making and continuous improvement.
• Experience with storytelling and communicating complex ideas and concepts, with the ability to adjust communication style to create relatable content for diverse audiences.
• Comfortable working in a fast-paced environment, with the ability to manage change and drive transformation initiatives.

Career Growth and Development Opportunities

At Starbucks, we are committed to the growth and development of our partners. As a Director, Partner & Customer Service, you will have access to a range of training and development opportunities, including:

• Leadership development programs, designed to help you build your skills and expertise as a leader.
• Continuous learning and development opportunities, including training and education programs, workshops, and conferences.
• Coaching and mentoring, with the opportunity to work with experienced leaders and mentors who can help you achieve your career goals.
• Opportunities for advancement, with the potential to move into more senior leadership roles or explore new opportunities within the company.

Work Environment and Company Culture

At Starbucks, we are proud of our company culture, which is built on a foundation of respect, inclusivity, and diversity. As a partner, you will be part of a dynamic and supportive team, with access to a range of benefits and perks, including:

• Free coffee and discounts on food and merchandise.
• Competitive pay and benefits, including health coverage, stock and savings programs, and tuition reimbursement.
• Flexible scheduling and opportunities for paid time off, with the ability to work remotely up to two days per week (for partners based in the greater Seattle area).
• A range of employee recognition and reward programs, designed to recognize and reward your contributions to the company.

Compensation and Benefits

Starbucks is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. This includes:

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

Conclusion

If you are a motivated and experienced leader, with a passion for delivering exceptional customer and partner experiences, we encourage you to apply for this exciting opportunity. As a Director, Partner & Customer Service at Starbucks, you will have the chance to make a real difference in the lives of our customers and partners, while developing your skills and expertise as a leader. Join us and inspire with every cup – apply today!

Starbucks is an equal opportunities employer, 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].