senior manager customer care, Partner and Customer Service (Remote, U.S.)
About the position
The Senior Manager, Customer Care at Starbucks will lead a dedicated team focused on resolving escalated customer service issues and managing executive escalations. This role emphasizes empowering partners with the necessary tools and resources to deliver exceptional service while collaborating with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management.
Responsibilities
Model leadership behaviors grounded in Starbucks Mission and Values, providing coaching and developmental opportunities to partners.
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Manage, develop, and implement new processes to address escalations and highly visible mentions.
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Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
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Partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides.
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Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media.
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Perform research, listening, and performance analysis to inform strategies and storytelling insights through data.
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Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes.
Requirements
Bachelor's degree or significant relevant experience.
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Professional experience managing branded channels across multiple social media platforms.
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5+ years managing successful teams.
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5+ years general business experience in large, matrixed organizations.
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5+ years leading cross-functional initiatives.
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5+ years change management experience.
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Strong organizational planning, development, and business judgment.
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Demonstrated history of delivering innovative solutions.
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Experience facilitating root cause analysis and driving solutions to complex problems.
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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.
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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.
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Health coverage with a variety of plans to choose from.
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Stock & savings programs like the equity reward program, Bean Stock.
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Flexible scheduling and opportunities for paid time off.
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