Experienced Senior Customer Success Manager - Remote Customer Support and Technical Product Development Expert

Introduction to Starbucks and Our Mission

At Starbucks, our mission is to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. As a global leader in the coffee industry, we strive to make a positive impact on the communities we serve. Our team of technologists plays a vital role in achieving this mission by leveraging cutting-edge innovation to support our partners, customers, stores, roasters, and global communities. We are now seeking an experienced Senior Customer Success Manager to join our team and contribute to the success of our customer support and technical product development initiatives.

About the Role

The Senior Customer Success Manager will be responsible for driving the technical success of our Advertising and Personalization Technology initiatives. This will involve collaborating with cross-functional teams, including designers, engineers, and business stakeholders, to design, build, and support a digital environment that enhances the Starbucks brand and drives business growth. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering exceptional customer experiences through innovative digital solutions.

Key Responsibilities

• Oversee product planning and development through daily collaboration and decision-making with cross-functional teams, including designers, engineers, and business stakeholders.
• Translate customer experience into technical requirements and product solutions.
• Drive technical solutions for large, complex features independently.
• Demonstrate technical expertise in end-to-end system architecture.
• Create data flows and functional and technical specifications as needed.
• Define the acceptance criteria for product features and ensure that they meet customer and business objectives.
• Collaborate with engineering, QA, and design teams to align on feature estimation and delivery planning.
• Ensure that the engineering team has the necessary information on endpoints, data sources, and results.
• Help resolve technical blocking issues and coordinate solutions across multiple technical teams.
• Perform validation of features against customer and business objectives and acceptance criteria.
• Determine technical feasibility, conditions, and requirements of features with support from adjacent technology teams as needed.
• Identify technical trade-offs, escalate risks, and manage mitigation in collaboration with neighboring technology teams.
• Communicate technical information to technology and business teams independently.
• Act as a mentor and coach to the team on various technical product management skills.
• Work with engineering to define technical solutions for research definition.
• Define product performance and effectiveness metrics that measure and benchmark product success.
• Monitor feature performance to identify opportunities for continuous improvement.
• Drive optimization and process improvements between product, design, and development teams.
• Stay up-to-date with new technology capabilities and apply knowledge to contribute to product solutions.
• Suggest and design innovative products and features.
• Collaborate with product managers to scope and prioritize upcoming projects into the roadmap.
• Manage a cross-team digital product roadmap.
• Build strong relationships with key internal engineering, product, and design teams.
• Lead and manage product backlog and prioritization with our business and technology partners.
• Lead product backlog grooming sessions in collaboration with engineering, product, and business teams.

Essential Qualifications

• Bachelor's degree in a relevant field, such as Computer Science, Information Systems, or Business Administration.
• At least six years of experience in a technical product management or related role, with a minimum of three years in an IT or software development setting.
• Proven experience in implementing large-scale technical solutions, with a strong preference for candidates with experience in inventory management systems, integrated platforms, or agile development methodologies.
• Excellent technical skills, including proficiency in MS Project, MS Office, and program portfolio management tools.
• Strong communication and interpersonal skills, with the ability to communicate technical information to both technical and non-technical stakeholders.
• Ability to work independently and collaboratively as part of a cross-functional team.
• Strong problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.

Preferred Qualifications

• Master's degree in a relevant field, such as Computer Science, Information Systems, or Business Administration.
• PMP certification or equivalent experience.
• Experience working in a fast-paced, dynamic environment with multiple stakeholders and priorities.
• Knowledge of IT program and portfolio management practices, including project management, system integration, and data migration.
• Familiarity with cloud-based technologies and digital transformation initiatives.

Career Growth and Development Opportunities

At Starbucks, we are committed to providing our partners with opportunities for growth and development. As a Senior Customer Success Manager, you will have the chance to work on complex technical projects, collaborate with cross-functional teams, and develop your skills in areas such as product management, technical leadership, and communication. We offer a range of training and development programs, including mentorship, coaching, and formal education opportunities, to help you achieve your career goals.

Work Environment and Company Culture

At Starbucks, we pride ourselves on our diverse and inclusive work environment. We believe that our partners are our greatest asset, and we strive to create a workplace that is welcoming, respectful, and supportive of all individuals. We offer a range of benefits, including flexible working hours, remote work options, and a comprehensive benefits package. Our company culture is built on a foundation of respect, empathy, and open communication, and we encourage our partners to bring their unique perspectives and ideas to the table.

Compensation and Benefits

We offer a competitive salary range of $20-30 per hour, depending on experience, as well as a comprehensive benefits package that includes medical, dental, and vision coverage, 401(k) matching, and paid time off. We also offer a range of perks, including free drinks and food, discounts on merchandise, and opportunities for professional growth and development.

Conclusion

If you are a motivated and experienced technical professional looking for a challenging and rewarding role, we encourage you to apply for the Senior Customer Success Manager position at Starbucks. This is a unique opportunity to join a global leader in the coffee industry and contribute to the success of our customer support and technical product development initiatives. We look forward to hearing from you!

Starbucks is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all individuals, regardless of their background, culture, or identity.