**Director, Partner & Customer Service (Remote) - Lead the Way in Delivering Exceptional Customer and Partner Experiences**

At Starbucks, we're not just brewing coffee - we're crafting a culture that's built on a deep passion for connection, community, and serving others. As a leader in our organization, you'll have the opportunity to shape the future of our company and make a meaningful impact on the lives of our partners and customers. We're seeking a highly skilled and experienced Director, Partner & Customer Service to join our team and drive the strategy, planning, and operations of our global contact centers and related functions. **About Us** Starbucks is a company that's dedicated to making a difference in the world. We're committed to creating a culture that's inclusive, diverse, and welcoming to all. Our mission is to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. We're proud to be a leader in the coffee industry and a champion of social responsibility. **Job Summary** As a Director, Partner & Customer Service, you'll be responsible for leading the development and implementation of strategies that drive exceptional customer and partner experiences. You'll oversee the operations of our global contact centers, including multiple channels and categories, and work closely with our teams to identify and eliminate pain points, scale operations, and deliver world-class services. This is a remote role that requires a high level of autonomy, flexibility, and collaboration. **Key Responsibilities** * 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 **Essential Qualifications** * 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) **Preferred Qualifications** * Experience working in a remote or hybrid work environment * Familiarity with Starbucks' products, services, and culture * Experience working with diverse teams and populations * Strong analytical and problem-solving skills * Ability to work in a fast-paced environment and prioritize multiple tasks and projects **Skills and Competencies** * Strong leadership and management skills * Excellent communication and interpersonal skills * Ability to build and maintain strong relationships with partners, customers, and stakeholders * Strong analytical and problem-solving skills * Ability to work in a fast-paced environment and prioritize multiple tasks and projects * Strong business acumen and understanding of customer experience and operations * Ability to drive change and innovation in a rapidly evolving environment * Strong collaboration and teamwork skills * Ability to work in a remote or hybrid work environment **Career Growth Opportunities and Learning Benefits** As a Director, Partner & Customer Service, you'll have the opportunity to develop your skills and expertise in a fast-paced and dynamic environment. You'll work closely with our teams to identify areas for improvement and develop strategies to drive growth and innovation. We offer a comprehensive compensation and benefits package, including: * Competitive pay and benefits * 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 * A comprehensive training and development program to help you grow and succeed in your role **Work Environment and Company Culture** As a remote role, you'll have the flexibility to work from anywhere and enjoy a better work-life balance. You'll be part of a highly collaborative team that's passionate about delivering exceptional customer and partner experiences. Our company culture is built on a deep passion for connection, community, and serving others. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. **Compensation, Perks, and Benefits** We offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include: * Competitive pay and benefits * 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 * A comprehensive training and development program to help you grow and succeed in your role **How to Apply** If you're passionate about delivering exceptional customer and partner experiences and have the skills and expertise to lead our global contact centers, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunity employer and welcome applications from diverse candidates. **Equal Employment Opportunity** Starbucks Corporation is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. 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]. Apply for this job