senior manager customer care, Partner and Customer Service (Remote, U.S.)

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About the position

Responsibilities

  • Model leadership behaviors grounded in Starbucks Mission and Values, providing coaching and developmental opportunities to partners.
  • Manage, develop, and implement new processes to address escalations and highly visible mentions.
  • Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
  • Partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides.
  • Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media.
  • Perform research, listening, and performance analysis to inform strategies and storytelling insights through data.
  • Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes.

Requirements

  • Bachelor's degree or significant relevant experience.
  • Professional experience managing branded channels across multiple social media platforms.
  • 5+ years managing successful teams.
  • 5+ years general business experience in large, matrixed organizations.
  • 5+ years leading cross-functional initiatives.
  • 5+ years change management experience.
  • Strong organizational planning, development, and business judgment.
  • Demonstrated history of delivering innovative solutions.
  • Experience facilitating root cause analysis and driving solutions to complex problems.
  • Strong reporting skills with the ability to summarize data into MBR reports.

Nice-to-haves

  • Strong awareness of emerging trends and analyzing data to provide actionable insights.
  • Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.

Benefits

  • 100% tuition coverage through Starbucks College Achievement Plan.
  • Health coverage with a variety of plans to choose from.
  • Stock & savings programs like the equity reward program, Bean Stock.
  • Flexible scheduling and opportunities for paid time off.
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