Transforming Customer Experience through Continuous Improvement at Starbucks
At Starbucks, we're not just about serving coffee; we're about creating a culture of connection and community. As a company that's been driven by a passion for quality, innovation, and customer satisfaction, we're always looking for talented individuals who share our values and are committed to making a difference. As a Shared Services Manager, Partner & Customer Service, you'll play a key role in shaping the customer experience and driving operational excellence across our contact centers.
About the Role
As a Shared Services Manager, you'll be responsible for leading continuous improvement efforts to evolve the service experience delivered by Starbucks contact centers. You'll work cross-functionally to identify opportunities for improvement, implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence. Your expertise in Continuous Improvement tools and methods will be crucial in delivering intuitive and effortless service experiences across multiple contact channels, driving brand affinity, and growing customer loyalty.
Key Responsibilities
- Lead continuous improvement efforts to evolve the service experience delivered by Starbucks contact centers, using Continuous Improvement tools and methods to identify opportunities and implement countermeasures.
- 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 Continuous Improvement principles, promoting a culture of excellence and continuous learning.
- Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, ensuring the integrity of our customer experience.
- Pair an obsession with operational excellence with Continuous Improvement skill and expertise to coordinate and lead transformational improvement projects.
Essential Qualifications
To succeed 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, with a proven track record of delivering results.
- 3 years of conducting requirements gathering and analysis, with expertise in identifying business needs and developing solutions.
- Expertise in building and establishing relationships across multiple levels, both within and external to the organization.
- Skilled in influencing and managing change, with the ability to navigate complex organizational dynamics.
- Strong decision-making skills, with the ability to apply a structured problem-solving framework.
- Process improvement experience (formal or informal), with a passion for driving operational excellence.
- Bachelor's degree or significant relevant experience, with a strong foundation in business principles and practices.
Preferred Qualifications
While not essential, the following qualifications will be considered a plus:
- Hands-on experience designing tools for operations supporting contact centers or customer experience.
- Strong organizational planning, development, and business judgment, with a proven track record of delivering innovative solutions.
- Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
Skills and Competencies
To excel in this role, you'll need to possess:
- Strong analytical and problem-solving skills, with the ability to analyze complex data and develop insights.
- Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
- Ability to work in a fast-paced and changing environment, with a flexible and adaptable approach.
- Strong business acumen, with a deep understanding of the customer experience and the contact center environment.
Career Growth Opportunities and Learning Benefits
At Starbucks, we're committed to developing our partners and providing opportunities for growth and development. As a Shared Services Manager, you'll have access to:
- Comprehensive training and development programs, designed to enhance your skills and knowledge.
- Opportunities for career advancement, with a clear path for progression within the organization.
- A culture of continuous learning, with a focus on innovation and improvement.
Work Environment and Company Culture
At Starbucks, we're proud of our company culture and the values that drive us. As a remote worker, you'll be part of a global team that's passionate about delivering exceptional customer experiences. You'll enjoy:
- A flexible work environment, with the ability to work remotely up to two days per week (if you're based in the greater Seattle area).
- A comprehensive compensation and benefits package, including competitive pay, free coffee, and stock & savings programs.
- A culture of inclusion and diversity, with a commitment to creating a welcoming and inclusive workplace.
Compensation, Perks, and Benefits
At Starbucks, we 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.
- Stock & savings programs, including our equity reward program, Bean Stock.
- Flexible scheduling and opportunities for paid time off.
Join Our Team
If you're a motivated and experienced professional with a passion for driving operational excellence and delivering exceptional customer experiences, we want to hear from you. Apply today to join our team and inspire with every cup!
Starbucks is an equal 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. 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].
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