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