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 has always strived to be different, we're passionate about developing leaders who share our values and are dedicated to serving others. Our Partner and Customer Service team is at the heart of this mission, working tirelessly to ensure that every customer interaction is nothing short of exceptional. We're now seeking an experienced Shared Services Manager to join our team and drive continuous improvement in our contact center service experiences.
About the Role
As a Shared Services Manager, you will be the driving force behind our efforts to deliver intuitive and effortless service experiences across multiple contact channels. You'll work cross-functionally to identify opportunities for improvement and implement countermeasures that eliminate waste, mitigate risk, reduce costs, and drive operational excellence. This is a unique chance to showcase your Continuous Improvement expertise and passion for making it easy for customers to get help when they need it.
Key Responsibilities
- Lead continuous improvement efforts to evolve the service experience delivered by Starbucks contact centers, leveraging your expertise in operational excellence and Continuous Improvement tools and methods.
- Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce costs, and drive operational excellence.
- Educate team members on operational improvement and Continuous Improvement principles, fostering a culture of excellence within our organization.
- Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, ensuring the integrity of our customer interactions.
- Pair your analytical mindset with a customer-centric approach to drive brand affinity, grow customer loyalty, and reduce contact volume.
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 the ability to distill complex data into actionable insights.
- Expertise in building and establishing relationships across multiple levels, both within and external to the organization.
- Strong influencing and change management skills, with the ability to navigate complex organizational dynamics.
- A Bachelor's degree or significant relevant experience, with a strong foundation in process improvement and operational excellence.
Preferred Qualifications
While not essential, the following qualifications will give you a competitive edge:
- Hands-on experience designing tools for operations supporting contact centers or customer experience, with a deep understanding of the intricacies of customer interactions.
- A demonstrated history of delivering innovative solutions that drive business results.
- Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
- Strong organizational planning, development, and business judgment, with the ability to prioritize and manage multiple projects simultaneously.
Skills and Competencies
To excel in this role, you'll need to possess:
- A structured problem-solving framework, with the ability to apply it in a fast-paced and changing environment.
- Strong decision-making skills, with the ability to weigh competing priorities and make informed decisions.
- Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
- A passion for Continuous Improvement and operational excellence, with a keen eye for detail and a drive to deliver results.
Career Growth Opportunities and Learning Benefits
At Starbucks, we're committed to helping our partners grow and develop in their careers. As a Shared Services Manager, you'll have access to a range of training and development opportunities, including:
- Continuous Improvement training and certification programs.
- Leadership development programs, designed to help you build the skills and expertise needed to succeed in senior leadership roles.
- Cross-functional training and development opportunities, allowing you to expand your skillset and gain a deeper understanding of our business.
Work Environment and Company Culture
At Starbucks, we're proud of our inclusive and diverse culture, which celebrates the unique perspectives and experiences of our partners. As a remote worker, you'll be part of a global team that is passionate about delivering exceptional customer experiences and driving business results. While based remotely, you'll have the opportunity to connect with colleagues and leaders across the organization through regular virtual meetings and training sessions.
Compensation, Perks, and Benefits
We offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners, 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, 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 looking to drive Continuous Improvement and operational excellence in a dynamic and fast-paced environment, 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. 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.
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