Director, Partner & Customer Service - Transforming Global Customer Experience through Innovative Leadership (Remote)

Join a Team That's Revolutionizing Customer Experience At Starbucks, we're not just about serving coffee; we're about creating a sense of connection and community. As a leader in the industry, we're committed to developing extraordinary leaders who share our passion for customer experience and are guided by their service to others. We're now seeking a Director, Partner & Customer Service to join our team and drive success in our global contact centers. About Us Starbucks has always been a different kind of company. From our beginnings, we've been driven by a mission to bring people together and make a positive impact on the communities we serve. Our commitment to customer experience is at the heart of everything we do, and we're looking for a talented leader to help us continue to innovate and improve in this area. Job Overview As Director, Partner & Customer Service, you will be responsible for driving the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experience through our multi-disciplinary global contact centers and related functions. This includes overseeing outsourced contact center functions and leveraging innovative work methodologies, process improvements, technology, and analytics to deliver exceptional partner and customer experiences and operational excellence. Key Responsibilities Model leadership behaviors grounded in Starbucks' Mission and Values, driving the engagement, development, and performance of all team members. Set goals and provide partners with coaching, feedback, and development opportunities to drive growth and success. Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering world-class operations and services. Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials. Lead initiatives to eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and seamlessly integrate business change(s) into all aspects of contact center operations. Drive business forward as part of a highly collaborative team, acting in accordance with Starbucks' guiding principles. Qualifications and Skills To succeed in this role, you'll need a strong and diverse skillset, including: 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. 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 Strong leadership and management skills. Excellent communication and storytelling skills. Ability to adjust communication style to create relatable content for diverse audiences. Strong analytical and problem-solving skills. Ability to drive business results and improve customer experience. What We Offer At Starbucks, we're committed to offering a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include: Competitive pay. 100% tuition coverage through our Starbucks College Achievement Plan. Health coverage with a variety of plans to choose from. Stock & savings programs, including our equity reward program, Bean Stock. Flexible scheduling and opportunities for paid time off. If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work, with the option to work remotely up to two days per week. Career Growth and Development As a Director, Partner & Customer Service at Starbucks, you'll have the opportunity to drive business results, improve customer experience, and develop your skills and expertise. You'll be part of a highly collaborative team and have access to a range of development opportunities, including training programs and leadership development initiatives. Our Culture At Starbucks, we're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities. We're proud to be an equal opportunity employer and welcome applications from people of color, women, LGBTQIA+, veterans, and persons with disabilities. Join Us If you're a talented leader with a passion for customer experience, we want to hear from you. Apply now to join our team and help us continue to innovate and improve in this area. We're excited to discuss how you can become a vital part of our success story. We're committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Ready to take the next step? Apply now and let's discuss how you can join our team and drive success in our global contact centers. Apply for this job