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. As a key leadership role, this position 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 connection among its customers, partners, and communities. With a rich tradition of developing extraordinary leaders who share this passion, Starbucks is guided by its mission and values, which emphasize service to others.

Job Summary

As a Director, Partner & Customer Service, you will play a pivotal role in shaping the customer and partner experience through innovative contact center operations and strategies. This leader will oversee the operations of global contact centers, including outsourced functions, and leverage methodologies, process improvements, technology, and analytics to deliver exceptional experiences and operational excellence.

Key Responsibilities:

• Develop and execute strategies to deliver world-class customer and partner experiences through multi-disciplinary global contact centers and related functions.
• Oversee the operations of global contact centers, including outsourced functions, to ensure seamless customer and partner experiences.
• Lead initiatives to identify and eliminate root causes for customer/partner pain points and scale operations through standardized processes and industry-leading digital capabilities.
• Drive engagement, development, and performance of team members, providing coaching, feedback, and development opportunities.
• Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials.
• Collaborate with cross-functional teams to integrate business changes into contact center operations.

Requirements and Qualifications

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.

Preferred Qualifications:

• 5+ years of experience leading contact centers in an outsourced environment.
• Master's degree.
• Experience leveraging Lean, Six Sigma, or similar methodologies.
• Demonstrated track record of results and improvements.

Skills and Competencies

To succeed in this role, you will need:

• Strategic Leadership: Ability to develop and execute strategies to drive business outcomes.
• Communication: Excellent communication and interpersonal skills, with the ability to adjust communication style for diverse audiences.
• Collaboration: Proven ability to collaborate with cross-functional teams and drive business outcomes.
• Analytical: Strong analytical skills, with the ability to analyze data and drive insights.
• Change Management: Experience with change management and ability to lead teams through transformation.

Career Growth Opportunities and Learning Benefits

At Starbucks, we are committed to the growth and development of our partners. As a Director, Partner & Customer Service, you will have opportunities to:

• Develop your leadership skills through our comprehensive leadership development programs.
• Grow your career through internal job postings and development opportunities.
• Enhance your skills through training and development programs.

Work Environment and Company Culture

At Starbucks, we pride ourselves on our company culture, which emphasizes:

• Inclusivity: We strive to create a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.
• Community: We believe in giving back to our communities and fostering a sense of connection among our partners and customers.
• Recognition: We recognize and reward our partners for their contributions and achievements.

Compensation, Perks, and Benefits

We offer a comprehensive compensation and benefits package, including:

• Competitive Pay: Competitive salary and benefits package.
• Stock and Savings: Equity reward program and savings programs.
• Tuition Coverage: 100% tuition coverage through our Starbucks College Achievement Plan.
• Health Coverage: Health coverage with a variety of plans to choose from.
• Flexible Scheduling: Flexible scheduling and opportunities for paid time off.

How to Apply

If you are a motivated and experienced leader looking to join a company that is passionate about creating a sense of connection, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role.

Starbucks is an equal opportunity employer committed to diversity and inclusion. We welcome applications from diverse candidates and are committed to providing a workplace that is inclusive and respectful of all partners.

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].