Director, Partner & Customer Service (Remote) - Leading Global Contact Centers and Customer Experience

Join the Starbucks Team as a Director, Partner & Customer Service (Remote)

Starbucks, a company renowned for its passion for coffee and commitment to creating a sense of connection, is seeking an exceptional leader to join its team as a Director, Partner & Customer Service. This key leadership role is responsible for driving the strategy, planning, operations, and continuous improvement of world-class customer and partner experiences through global contact centers and related functions.

About Starbucks

From its inception, Starbucks has aimed to be a different kind of company – one that not only celebrates coffee but also fosters a sense of community and connection. The company is known for developing extraordinary leaders who share this passion and are guided by their service to others. As a partner at Starbucks, you will be part of a team that values innovation, diversity, and inclusion.

Job Summary

We are looking for a seasoned leader to oversee the operations of global contact centers, including multiple channels supporting various categories such as retail, customer relations, human resources, facilities/equipment, and technology support. The successful candidate will be responsible for identifying and eliminating root causes for customer/partner pain points, scaling operations through standardized processes and industry-leading digital capabilities, and consistently delivering exceptional customer/partner experiences.

Key Responsibilities:

• Develop and execute strategies to deliver world-class customer and partner experiences through global contact centers and related functions.
• Lead cross-functional teams to identify and eliminate root causes for customer/partner pain points and implement process improvements.
• Oversee the operations of outsourced contact center functions and leverage innovative work methodologies, process improvements, technology, and analytics & insights to drive exceptional partner and customer experiences.
• Set goals and provide coaching, feedback, and development opportunities to team members to drive engagement, development, and performance.
• Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials.
• Lead transformation and continuous improvement initiatives to drive operational excellence and scalability.

Requirements

Essential Qualifications:

• 10 years of experience leading contact centers and/or customer experience centers.
• 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.

Preferred Qualifications:

• 5+ years of experience leading contact centers in an outsourced environment.
• Master's degree.

What We Offer

Compensation and Benefits:

Starbucks offers a comprehensive compensation and benefits package to our eligible part-time and full-time partners, including:

• Competitive pay.
• 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.

Work Environment:

As a remote worker, you will have the flexibility to work from anywhere while being part of a highly collaborative team. If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work, with partners able to work remotely up to two days per week.

Culture and Values

At Starbucks, we are 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. We encourage people of color, women, LGBTQIA+, veterans, and persons with disabilities to apply.

How to Apply

If you are a motivated and experienced leader looking to drive world-class customer and partner experiences, we encourage you to apply for this exciting opportunity. Please submit your application, and we will be in touch to discuss the next steps.

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].

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.

Join us and inspire with every cup. Apply today!