About the role. The Supplier Services Manager, Telecommunications contributes to Starbucks success by providing end-to-end service delivery and supplier management for retail voice and data connectivity across company-operated stores in the United States and Canada. This role manages a portfolio of telecommunications carriers and service providers, translating business and store needs into measurable service outcomes. The manager combines strategic supplier leadership with hands-on operational execution, ensuring reliable service, disciplined governance, financial accountability, and continuous improvement across the telecommunications portfolio.

As a Supplier Services Manager, Telecommunications, you will:
• Own telecommunications service delivery: for a portfolio of multiple carriers and providers supporting retail voice, broadband, fiber, wireless, and resilient connectivity services.
• Establish and lead carrier governance: including operational reviews, executive business reviews, performance scorecards, service improvement plans, and documented follow-through.
• Own service performance: by defining, monitoring, and improving SLAs, KPIs, SLOs, and operational measures such as availability, incident volume, mean time to repair, chronic trouble, installation intervals, missed commitments, aging orders, and repeat incidents.
• Drive continuous improvement: by identifying systemic trends, completing root-cause analysis, prioritizing corrective actions, and validating that changes produce sustained improvement in service delivery KPIs.
• Manage escalations and service restoration: serving as the accountable point of contact for high-impact incidents, chronic locations, carrier delays, and issues requiring cross-functional or executive attention.
• Improve store and customer outcomes: by connecting carrier performance to retail operations, technology reliability, partner experience, and the time stores spend managing telecommunications issues.
• Use data and analytics to influence decisions: set ambitious performance targets, challenge supplier assumptions, and recommend process, architecture, support-model, or contractual changes.
• Partner across the organization: with Retail Operations, Technology, Network Engineering, Product, Help Desk, Finance, Procurement/Sourcing, Legal, and carriers to align priorities and remove barriers.
• Support the full service lifecycle: including carrier selection, solution design, ordering, provisioning, installation, activation, sustainment, repair, disconnect, billing, and technology refresh.
• Lead commercial and contract performance: by partnering with Sourcing on RFPs, negotiations, renewals, amendments, rate optimization, service-level commitments, credits, and remedies.
• Manage portfolio financial operations: including budgets, forecasts, invoice accuracy, billing disputes, audits, cost optimization, accruals, and alignment between approved spend, contracted pricing, and delivered services.
• Standardize and simplify delivery processes: across carriers to reduce handoffs, order fallout, avoidable delays, repeat work, and operational complexity.
• Communicate clearly at all levels: providing concise performance narratives, risks, decisions, recovery plans, and recommendations to working teams and senior leaders.

We'd love to hear from people with:
• 7-10+ years of total professional experience, including 5+ years in telecommunications service delivery, carrier management, supplier management, managed network services, or a closely related field.
• Demonstrated experience managing multiple telecommunications carriers or service providers in a large, distributed enterprise environment.
• Experience owning carrier performance through SLAs, KPIs, scorecards, corrective action plans, and measurable continuous improvement.
• Working knowledge of enterprise voice and data services, such as broadband, fiber, Ethernet, cellular connectivity, voice services, SD-WAN, managed network services, and service resiliency.
• Experience leading carrier governance, operational reviews, escalations, chronic-issue reduction, root-cause analysis, and executive communications.
• Experience managing the telecommunications service lifecycle, including ordering, provisioning, installation, activation, incident management, repair, disconnects, and billing.
• Experience supporting contracts, RFPs, renewals, amendments, pricing reviews, service credits, and supplier-performance commitments.
• Strong analytical skills with the ability to translate operational data into prioritized actions, accountable owners, target dates, and verified business outcomes.
• Ability to influence across Technology, Retail Operations, Finance, Procurement/Sourcing, Legal, support teams, and external suppliers without relying on direct authority.

Preferred qualifications:
• Experience supporting telecommunications services across a large retail, restaurant, hospitality, or other multi-site environment.
• Experience with ServiceNow or a comparable IT service management platform, carrier portals, performance dashboards, and telecommunications expense management practices.
• Financial management experience involving budgets, forecasts, invoices, audits, disputes, credits, and cost optimization across multiple suppliers.
• Knowledge of ITIL service management disciplines and continuous improvement methods such as Lean, PDCA, value-stream mapping, or Kaizen.
• Advanced proficiency with Excel, PowerPoint, Power BI, or comparable reporting and analysis tools.
• Experience developing business cases, service improvement roadmaps, and executive-ready recommendations based on performance, risk, customer impact, and cost.

Leadership and communication:
• Leads with confidence, curiosity, integrity, patience, and a strong commitment to service.
• Holds internal teams and suppliers accountable while maintaining productive, strategic relationships.
• Engages in difficult conversations and converts disagreement into clear, actionable decisions.
• Navigates complex environments, balances competing priorities, and makes sound decisions during escalations.
• Communicates technical and operational information in concise business language for varied audiences.
• Creates clarity around ownership, commitments, risks, dependencies, and next steps.

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.

If you are located in the Nashville, TN area, this is a hybrid role and will be in-office 4 days per week.

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.

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