Now Brewing - Care Optimization Manager (Shared Services Manager sr)! #tobeapartner
The person in this role is responsible for improving how customers and contact center agents request and provide support across Starbucks Customer Care ecosystem. This includes designing and enhancing end-to-end support and resolution experiences spanning self-service channels, digital help experiences, voice and chat interactions, and agent-facing tools. The role partners closely with Starbucks Technology to identify, design, and implement new technologies, automation, and AI-driven capabilities that reduce effort, improve resolution speed and accuracy, and create a more seamless support experience for both customers and agents.
As a Care Optimization Manager (Shared Services Manager sr), you will...
• Lead critical workstreams within the Customer Care Strategy to elevate the customer experience through self-guided and agent-assisted resolution pathways.
• Design and optimize end-to-end customer and agent support journeys across digital self-service, chat, voice, and CRM platforms to reduce effort and improve resolution outcomes.
• Partner with Starbucks Technology and cross-functional stakeholders to define business requirements, prioritize opportunities, and deliver new capabilities leveraging automation, AI, and emerging technologies.
• Analyze customer, and agent insights to identify friction points, measure experience performance, and drive continuous improvements that increase self-service success, operational efficiency, and resolution quality.
We'd love to hear from people with:
• • Bachelor's degree in Business, Customer Experience, Information Systems, Human-Centered Design, Product Management, or related field, or equivalent work experience.
• 5+ years of experience in customer support, contact center operations, customer experience, service design, product management, business analysis, or related disciplines.
• Experience designing and improving customer and/or employee support experiences across digital, chat, voice, and agent-assisted channels.
• Demonstrated ability to gather business requirements, define customer journeys, and translate business needs into actionable technology solutions.
• Experience partnering with technology, product, engineering, and operations teams to deliver customer-facing capabilities.
• Strong analytical skills with experience using customer feedback, operational metrics, and journey insights to identify opportunities and measure success.
• Excellent written and verbal communication skills with the ability to influence and align stakeholders across business and technology organizations.
Preferred Qualifications
• Experience supporting contact centers, customer service, or CRM transformation initiatives.
• Knowledge of conversational AI, virtual agents, automation platforms, workflow technologies, and emerging AI capabilities.
• Experience implementing self-service, chatbots, case management, or CRM solutions.
• Familiarity with customer experience methodologies such as journey mapping, service blueprinting, human-centered design, or continuous improvement practices.
• Experience developing business cases, strategic roadmaps, and prioritization frameworks for customer experience improvements.
• Ability to manage multiple initiatives in a fast-paced environment while balancing customer needs, operational considerations, and technology constraints.
Additional Competencies
• Customer-obsessed mindset with a passion for reducing effort and improving resolution experiences.
• Strong problem-solving and critical-thinking skills.
• Ability to navigate ambiguity and drive alignment across cross-functional teams.
• Strategic thinker who can connect long-term vision with practical execution.
• Comfortable leveraging data, customer insights, and emerging technologies to drive decision-making and innovation.
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.
We believe we do our best work when we're together, which is why we're onsite four days a week.
Join us and inspire with every cup. Apply today!
