Now Brewing –process implementation senior manager, Partner and Customer Service! #tobeapartner   From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. This job contributes to Starbucks success by improving contact center experiences and ensuring contact center agents have the tools, resources and protocol to exceed customer and/or partner expectations. This role supports strategic planning with the business and discovers opportunities for improvement while managing and implementing new programs, systems, or processes that improve productivity, reduce costs, and streamline operations. Models and acts in accordance with Starbucks guiding principles. This role supports Global Business Services contact centers with multiple channels supporting categories in sales, customer relations, human resources, order fulfillment, facilities/equipment, operations, and technical services. This includes optimizing effectiveness of processes, systems, workstreams, and resources in support of key business stakeholders. **As a process implementation senior manager, Partner and Customer Service, you will…** · Be responsible for planning, designing, and implementing solutions that will seamlessly integrate into all aspects of existing contact center operations and ensure successful sustainment · Contribute to business requirements for key initiatives to ensure customer, partner, agent and/or vendor success. · Drive process or system improvements to enhance the operational efficiency of contact center operations. · Continuously act on process improvement opportunities to enhance agent experience. · Facilitate the evolution of the contact center service and support strategy and ensure alignment with that of the organization · Own the customer and agent journey and optimize the service delivery experience · Collaborate with the implementation advisors and learning specialists to support execution of strategy · Partner with Vendor Management to support and improve contact center quality · Partner with Starbucks Technology on CRM functionality development. **We’d love to hear from people with:** · Bachelor’s degree or significant relevant experience · 7 years working across functional areas to design, develop and implement effective business solutions that align with · company and business unit/department objectives. · 5 years building, leading and mentoring teams. · 5 years of implementation and/or project management · 5 years conducting requirements gathering and analysis · 5 years assessing the impact of change and developing processes to ensure effective implementation and user · acceptance of new processes, products, procedures, or methods · Expert in building and establishing relationships across all levels both within and external to the organization · Skilled in influencing and managing change · Ability to work in a fast-paced and changing environment · Ability to analyze and diagnose problems and to gain buy-in for complex cross-departmental solutions · Ability to think and act both strategically and tactically · Ability to coach and mentor team members · Strong decision-making skills Preferred Qualifications · Bachelor’s degree or significant relevant experience · Hands-on experience designing tools for operations supporting contact centers or customer experience · Lean/Six Sigma 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 Strong organizational planning and development, and business judgment    As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com. *If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity.  At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate. If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week. **Join us and inspire with every cup. Apply today!** _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, physical or mental disability, sexual orientation, marital status, military or veteran status, gender identity and expression, genetic information, or any other factor protected by law._ _We are 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 applicantaccommodation@starbucks.com._