shared services manager, Partner & Customer Service (remote)

Job Description

Now Brewing ? continuous improvement innovator! #tobeapartner From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.
As a shared services manager you will… work cross-functionally to improve contact center service experiences for customer, partners and agents, using Continuous Improvement tools and methods to discovery opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce cost and drive operational excellence. You will support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, drive brand affinity, grow customer loyalty, while reducing contact volume. This is your opportunity to showcase Continuous Improvement expertise and passion for making it easy for customers to get help.
Partner and Customer Service supports Starbucks? outsourced contact centers across multiple channels supporting the areas of customer relations, sales, human resources, order fulfillment, facilities/equipment, operations, and technical services.
As a shared services manager, you will?
Lead continuous improvement efforts to evolve the service experience delivered by Starbucks contact centers. You?ll pair an obsession with operational excellence with continuous improvement skill and expertise to coordinate and lead transformational improvement projects.
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.
We?d love to hear from people with:
5+ years working across functional areas to develop effective business solutions that align with company and business unit/department objectives
3 years implementation and/or project management
3+ years conducting requirements gathering and analysis
Expert 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
From free coffee to competitive pay, Starbucks is 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, and stock & savings programs like our equity reward program, Bean Stock. What?s more, Starbucks offers flexible scheduling and opportunities for paid time off. Visit starbucksbenefits.com for details.
If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week.
Join us and inspire with every cup. Apply today!
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.
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]