director, Partner & Customer Service (remote)

May 14, 2024

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Job Description

Now Brewing ? Contact Center and Customer Experience Leaders! #tobeapartner
From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others…
We are recruiting for a key leadership role ? Director, Partner & Customer Service. This leader will be responsible for the strategy, planning, operations, delivery, programs, financials and continuous improvement of world class customer and partner experience through multi-disciplinary global contact centers and related functions. This includes oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.
Partner & Customer Service includes the operations of global contact centers with multiple channels supporting categories including retail, customer relations, human resources, facilities/equipment, and technology support while preparing services and operations to grow and scale.
In this role, you will:
Model leadership behaviors that are grounded in Starbucks? Mission and Values. Drive the engagement, development, and performance of all members of the team. Set goals and actively provide partners with coaching, feedback, and development opportunities.
Identify, understand and align with customer needs and develop strategy, plans, budgets and deliver 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 for customer/partner pain points, scale operations through standardized processes and industry leading digital capabilities, consistently deliver exceptional customer / partner experiences, and seamlessly integrate business change(s) into all aspects of contact center operations.
Enjoy working on an energetic, fun team and have the ability to drive the business forward as part of a highly collaborative team, while acting in accordance with Starbucks guiding principles.
We?d love to hear from people with:
10 years? experience leading contact centers and/or customer experience centers
5+ years? experience leading contact centers in an outsourced environment preferred
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
Master?s degree preferred
From free coffee to competitive pay, Starbucks is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include 100% tuition coverage through our Starbucks College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock. What?s more, Starbucks offers flexible scheduling and opportunities for paid time off. Visit starbucksbenefits.com for details.
If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week.
Join us and inspire with every cup. Apply today!
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.
We are 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. 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]

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