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

Introduction to Starbucks

From the beginning, Starbucks set out to be a different kind of company, one that not only celebrated coffee and its rich tradition but also brought a feeling of connection to its customers and partners. As a company, we are known for developing extraordinary leaders who share this passion and are guided by their service to others. Our mission is to inspire and nurture the human spirit, one person, one cup, and one neighborhood at a time. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences, enabling us to better meet our mission and values while serving customers throughout our global communities.

Job Overview

As a Shared Services Manager - Partner & Customer Service, you will play a critical role in improving contact center service experiences for customers, partners, and agents. You will work cross-functionally to identify opportunities for improvement, implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence. Your expertise in Continuous Improvement will be essential in delivering intuitive and effortless service experiences across multiple contact channels, driving brand affinity, growing customer loyalty, and reducing contact volume.

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 skills 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 Continuous Improvement (CI) principles, ensuring that all partners have the knowledge and skills necessary to deliver exceptional service experiences.
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, protecting the company's assets and maintaining the trust of our customers and partners.
• Collaborate with stakeholders to develop and implement process improvements, ensuring that all changes align with company objectives and are implemented efficiently and effectively.

Essential Qualifications

To be successful in this role, you will need:

• 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
• 3+ years of experience in implementation and/or project management, with a proven track record of delivering projects on time, within budget, and to the required quality standards.
• 3+ years of experience conducting requirements gathering and analysis, with the ability to identify opportunities for improvement and develop effective solutions.
• Expertise in building and establishing relationships across multiple levels, both within and external to the organization, with the ability to influence and manage change.
• Strong decision-making skills, with the ability to apply a structured problem-solving framework to complex problems.
• Process improvement experience (formal or informal), with a passion for continuous learning and improvement.
• A Bachelor's degree or significant relevant experience, with hands-on experience designing tools for operations supporting contact centers or customer experience.

Preferred Qualifications

While not essential, the following qualifications are desirable:

• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
• Demonstrated history of delivering innovative solutions, with a focus on customer experience and operational excellence.
• Strong organizational planning, development, and business judgment, with the ability to prioritize tasks and manage multiple projects simultaneously.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Communication skills: The ability to communicate effectively with partners, customers, and stakeholders at all levels, both verbally and in writing.
• Problem-solving skills: The ability to analyze complex problems, identify opportunities for improvement, and develop effective solutions.
• Leadership skills: The ability to lead and motivate cross-functional teams, with a focus on delivering exceptional service experiences and driving operational excellence.
• Collaboration skills: The ability to work collaboratively with stakeholders, including partners, customers, and vendors, to achieve common goals and objectives.
• Adaptability: The ability to work in a fast-paced and changing environment, with a focus on continuous learning and improvement.

Career Growth Opportunities and Learning Benefits

At Starbucks, we are committed to the growth and development of our partners. As a Shared Services Manager - Partner & Customer Service, you will have access to a range of career growth opportunities and learning benefits, including:

• 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.
• A range of training and development programs, including leadership development, customer service, and operational excellence.

Work Environment and Company Culture

At Starbucks, we are proud of our company culture and work environment. As a Shared Services Manager - Partner & Customer Service, you will be part of a dynamic and supportive team, with a focus on delivering exceptional service experiences and driving operational excellence. Our company culture is built on the following principles:

• Our Mission: To inspire and nurture the human spirit, one person, one cup, and one neighborhood at a time.
• Our Values: With our customers, our partners, and our communities, we strive to make a positive impact on the world around us.
• Our Culture: We are a company that values diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment for all partners.

Compensation, Perks, and Benefits

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

• Competitive pay and benefits.
• 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 professional, with a passion for continuous improvement and customer experience, we encourage you to apply for the Shared Services Manager - Partner & Customer Service role. This is a unique opportunity to join a dynamic and supportive team, with a focus on delivering exceptional service experiences and driving operational excellence. As a company, we are committed to creating a diverse and welcoming workplace, with a range of career growth opportunities and learning benefits. Apply today and join our team of passionate and dedicated partners!