Experienced Shared Services Manager – Partner & Customer Service (Remote) – Continuous Improvement Innovator

Are you a results-driven leader with a passion for delivering exceptional customer experiences and driving operational excellence? Do you thrive in a fast-paced environment where no two days are the same? If so, we want to hear from you! As an Experienced Shared Services Manager – Partner & Customer Service (Remote) – Continuous Improvement Innovator at Starbucks, you will have the opportunity to join a dynamic team that is dedicated to making a difference in the lives of our customers and partners.

About Us

At Starbucks, we are known for our commitment to excellence and our passion for delivering exceptional customer experiences. We believe that our people are the key to our success, and we are dedicated to creating a workplace that is inclusive, diverse, and welcoming to all. As a global company, we are proud to have a presence in over 80 countries and a reputation for being a leader in the coffee industry.

Job Summary

As an Experienced Shared Services Manager – Partner & Customer Service (Remote) – Continuous Improvement Innovator, you will be responsible for leading cross-functional teams to improve contact center service experiences for customers, partners, and agents. You will use Continuous Improvement tools and methods to identify opportunities for improvement and implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence. This is a unique opportunity to showcase your Continuous Improvement expertise and passion for making it easy for customers to get help.

Key Responsibilities

* Lead continuous improvement efforts to evolve the service experience delivered by Starbucks contact centers

• Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence
• Educate team members on operational improvement and CI principles
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center
• Develop and implement process improvements to enhance customer experience and drive business results
• Collaborate with cross-functional teams to identify and prioritize improvement opportunities
• Analyze data and metrics to measure the effectiveness of improvement initiatives
• Develop and maintain relationships with key stakeholders, including customers, partners, and vendors

Essential Qualifications

* 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives

• 3 years of experience in implementation and/or project management
• 3+ years of experience conducting requirements gathering and analysis
• Expertise in building and establishing relationships across multiple levels, both within and external to the organization
• Skilled in influencing and managing change
• Ability to work in a fast-paced and changing environment
• Strong decision-making skills
• Ability to apply a structured problem-solving framework
• Process improvement experience (formal or informal)
• Bachelor's degree or significant relevant experience
• Hands-on experience designing tools for operations supporting contact centers or customer experience
• Strong organizational planning, development, and business judgment
• Demonstrated history of delivering innovative solutions
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use

Preferred Qualifications

* Experience working in a contact center or customer experience environment

• Knowledge of Continuous Improvement methodologies and tools
• Experience with data analysis and metrics
• Certification in a relevant field, such as Lean or Six Sigma
• Experience working in a global or multicultural environment

Skills and Competencies

* Strong leadership and coaching skills

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced and changing environment
• Strong analytical and problem-solving skills
• Ability to apply a structured problem-solving framework
• Experience with data analysis and metrics
• Strong organizational planning, development, and business judgment
• Demonstrated history of delivering innovative solutions
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use

Career Growth Opportunities and Learning Benefits

At Starbucks, we are committed to helping our partners grow and develop their careers. As an Experienced Shared Services Manager – Partner & Customer Service (Remote) – Continuous Improvement Innovator, you will have access to a range of learning and development opportunities, including:

• On-the-job training and mentorship
• Formal training programs and certifications
• Leadership development programs
• Cross-functional training and development opportunities
• Access to a range of online learning resources and tools

Work Environment and Company Culture

At Starbucks, we are committed to creating a workplace that is inclusive, diverse, and welcoming to all. We believe that our people are the key to our success, and we are dedicated to creating a workplace that is fun, dynamic, and rewarding. As an Experienced Shared Services Manager – Partner & Customer Service (Remote) – Continuous Improvement Innovator, you will have the opportunity to work in a fast-paced and changing environment, where no two days are the same. You will be part of a global team that is dedicated to making a difference in the lives of our customers and partners.

Compensation, Perks, and Benefits

At Starbucks, we are 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
• Stock & savings programs like our equity reward program, Bean Stock
• Flexible scheduling and opportunities for paid time off
• Access to a range of employee discounts and perks

How to Apply

If you are a results-driven leader with a passion for delivering exceptional customer experiences and driving operational excellence, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

Starbucks Corporation is an equal employment opportunity employer. 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]. Apply for this job