Transforming Customer Experience with Starbucks: A Leadership Opportunity
At Starbucks, we're not just about serving coffee; we're about creating a culture of connection and community. As a company that has always been driven by a passion for people and a commitment to excellence, we're now seeking an exceptional leader to join our team as a Director, Partner & Customer Service. This is a unique opportunity to lead our global contact center operations and customer experience initiatives, driving innovation and excellence in everything we do.
About Us: A Culture of Connection and Community
Starbucks has always been a different kind of company, one that celebrates the rich tradition of coffee while bringing people together. Our mission is to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. As a leader at Starbucks, you'll be part of a team that's dedicated to making a difference in the lives of our customers and partners. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences, and we're looking for talented individuals who share our passion and values.
Job Summary
As Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences through our multi-disciplinary global contact centers and related functions. This includes overseeing outsourced contact center functions, leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.
Key Responsibilities
- Model leadership behaviors that are grounded in Starbucks' Mission and Values, driving the engagement, development, and performance of all team members.
- Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their 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 identify and eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and consistently deliver exceptional customer/partner experiences.
- Seamlessly integrate business change(s) into all aspects of contact center operations, ensuring a smooth transition and minimal disruption to our customers and partners.
- Enjoy working on an energetic, fun team and have the ability to drive the business forward as part of a highly collaborative team, while acting in accordance with Starbucks guiding principles.
What We're Looking For
We're seeking a seasoned leader with a proven track record of success in contact center and customer experience leadership. If you have a passion for delivering exceptional customer experiences and a talent for leading high-performing teams, we'd love to hear from you.
Essential Qualifications
- 10+ years of experience leading contact centers and/or customer experience centers, with a proven track record of success.
- 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.
- Demonstrated track record of results and improvements.
Preferred Qualifications
- 5+ years of experience leading contact centers in an outsourced environment.
- Master's degree.
- Experience leveraging Lean, Six Sigma, or similar methodologies.
- Progressive experience with storytelling/communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration.
Skills and Competencies
To succeed in this role, you'll need to possess a unique blend of skills and competencies, including:
- Strong leadership and management skills, with the ability to drive team performance and development.
- Excellent communication and interpersonal skills, with the ability to communicate complex ideas and concepts to diverse audiences.
- Strategic thinking and problem-solving skills, with the ability to analyze data and drive business decisions.
- Customer-centric mindset, with a passion for delivering exceptional customer experiences.
- Ability to work in a fast-paced environment and adapt to changing priorities.
Career Growth Opportunities and Learning Benefits
At Starbucks, we're committed to helping our partners grow and develop in their careers. As a Director, Partner & Customer Service, you'll have access to a range of career growth opportunities and learning benefits, including:
- Leadership development programs to help you build your skills and expertise.
- Opportunities to work on high-visibility projects and initiatives.
- Collaborative and dynamic work environment that encourages innovation and creativity.
- 100% tuition coverage through our Starbucks College Achievement Plan.
Work Environment and Company Culture
At Starbucks, we're proud of our company culture and work environment. As a remote leader, you'll have the flexibility to work from anywhere while still being part of a collaborative and dynamic team. Our company culture is built on a foundation of diversity, equity, and inclusion, and we're committed to creating a welcoming and inclusive workplace for all partners.
Compensation, Perks, and Benefits
We offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners, including:
- Competitive pay.
- Free coffee and other perks.
- 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.
Join Us and Inspire with Every Cup
If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we want to hear from you. Apply today to join our team as a Director, Partner & Customer Service and be part of a company that's making a difference in the lives of our customers and partners.
Starbucks is an equal employment opportunity employer, 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. 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.
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