About Us
At Starbucks, we're not just a coffee company – we're a community-driven organization that's passionate about making a positive impact on the world. From our humble beginnings as a small coffee shop in Seattle to our current status as a global leader in the coffee industry, we've always been guided by a shared vision of creating a more connected and compassionate world. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as one of the most beloved and respected brands in the world.
About the Role
We're seeking an experienced Shared Services Manager to join our Partner & Customer Service team, working remotely from the comfort of your own home. As a key member of our operations team, you'll play a critical role in driving continuous improvement and operational excellence across our contact centers, ensuring that our customers, partners, and agents receive exceptional service experiences.
Key Responsibilities
As a Shared Services Manager, you'll be responsible for:
- Leading cross-functional teams to improve contact center service experiences, using Continuous Improvement tools and methods to identify opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence.
- Supporting the strategy to deliver intuitive and effortless service experiences across multiple contact channels, drive brand affinity, grow customer loyalty, while reducing contact volume.
- Coaching and mentoring cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence.
- Educating team members on operational improvement and CI principles.
- Coordinating solutions to mitigate digital fraud and service recovery concession abuse in the contact center.
Essential Qualifications
To be successful in this role, you'll need:
- 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 implementation and/or project management experience.
- 3+ years of 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
While not required, the following qualifications would be a plus:
- Experience working in a contact center or customer service environment.
- Knowledge of Continuous Improvement methodologies and tools.
- Experience with project management software and tools.
- Strong analytical and problem-solving skills.
- Ability to work in a remote environment.
What We Offer
As a Shared Services Manager at Starbucks, you'll enjoy a comprehensive compensation and benefits package, including:
- Competitive pay and benefits.
- 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.
- A flexible workplace that allows for hybrid work (up to two days per week) for those living in the greater Seattle area.
Why Join Us?
At Starbucks, we're passionate about creating a workplace that's inclusive, diverse, and welcoming to all. We believe that our differences are what make us stronger, and we're committed to creating a workplace that reflects the communities we serve. If you're passionate about making a positive impact, driving continuous improvement, and delivering exceptional customer experiences, we'd love to hear from you!
How to Apply
If you're ready to join a dynamic and innovative team that's passionate about making a difference, apply today! We're an equal opportunity employer and welcome applications from diverse candidates. Please visit our website to learn more about our application process and to submit your application.
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Note: 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're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.
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