senior manager agent effectiveness, Partner & Customer Service (Seattle)

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Now Brewing – senior manager agent effectiveness on the Partner & Customer Service team! #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.

We are recruiting for a key leadership role – Senior Manager Agent Effectiveness for our Partner and Customer Service team. This leader will lead a team dedicated to nurturing business partnerships with key stakeholders creating strategies to streamline operations, enhance partner and customer experience, and optimize agent performance. Responsibilities include overseeing Knowledge base and Training Management setting industry standards and implementing innovative processes to empower contact center agents to deliver the best customer experience while driving efficiency.

As a senior manager agent effectiveness, Partner & Customer Service, you will…

Model leadership behaviors that are grounded in Starbucks Mission and Values. Providing partners with coaching, feedback, and developmental opportunities and building effective teams.Maintaining business relationships with contact center and Starbucks stakeholders developing a partner/customer and agent support strategy for new, updated programs and implementations that may impact contact volumes. Developing shared goals with key stakeholders for top contact drivers to continually analyze trends and generating plans to eliminate the root cause for the need to contact Starbucks in the first place.Establishing industry standards of documentation for agent Knowledge base materials to ensure consistency and ease of use. Creating and delivering Training content incorporating new programs and implementations into agent materials to ensure agents are equipped to support customers and partners contacts. Incorporating Starbucks quality and service brand standards to ensure agents are delivering Starbucks brand expectations.

We’d Love To Hear From People With

Bachelor’s degree or significant relevant experience8-10+ years managing successful teams 8-10+ years in customer support operations with progressively increasing responsibility 8-10+ years general business experience in large, matrixed organizations8-10+ years leading cross-functional initiatives5+ years change management 5+ years of project or program management A creative and analytical mind that thrives in a data-driven environment 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 solutionsAbility to think and act both strategically and tacticallyDemonstrated passion for delivering a positive customer and partner experience, and maintain composure in difficult situations

Preferred Qualifications

Master’s degree or MBA 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

From free coffee to competitive pay, Starbucks is proud to 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, and stock & savings programs like our equity reward program, Bean Stock. What’s more, Starbucks offers flexible scheduling and opportunities for paid time off. Visit starbucksbenefits.com for details.

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.

This role is based out of the Seattle Support Center and is relocation eligible.

Join us and inspire with every cup. Apply today!

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.

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 206-318-0660 or via email at applicantaccommodation@starbucks.com.