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