The shared services senior manager, Customer Advocacy, is responsible for identifying, prioritizing, and driving solutions that meaningfully improve the end-to-end customer experience. This role serves as a critical bridge between customer insights and enterprise action -translating signals from across the customer journey into clear opportunities, influencing strategic decisions, and ensuring that when issues occur, they are resolved in a way that restores customer trust in the Starbucks brand.
As a shared services senior manager, Customer Advocacy, you will...
• Systematically listen to and observe customer signals -including contacts, refunds, feedback, and in-store experiences- while analyzing large and complex data sets to identify patterns, root causes, and opportunities to improve customer experience.
• Develop compelling business cases grounded in rigorous analysis, using data-driven insights to influence decision-making and prioritize initiatives that deliver meaningful customer impact.
• Identify, engage, and collaborate with cross-functional stakeholders who own the policies, processes, products, and technologies shaping the customer journey, driving alignment and execution of high-impact solutions.
• Ensure that the policies, technologies, and processes used by Customer Service to remediate customer issues consistently restore trust in Starbucks across all service channels -self-service, automated, and human-assisted- delivering a support experience that delights our customers in every interaction.
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
• Master's degree in Business, Data Analytics, Industrial Engineering, or a related field.
• Demonstrated experience in one or more of the following: Quality Management, Product Management, Program Management, Vendor Management, or Operations Management.
• Proven hands-on experience applying Lean / Six Sigma methodologies, preferably within Customer Service or customer-facing operations.
• Experience designing, implementing, and continuously improving policies, processes, and technologies that enhance customer support and experience.
• Strong track record of leading root cause analysis efforts, translating insights into scalable solutions, and establishing standards to prevent recurrence.
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!
