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service delivery manager, Partner & Customer Service
About the position
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 delivering optimized knowledge base and change management strategies to enabling contact center agent readiness. This role will lead a team of implementation advisors and learning specialists to ensure our contact center agents have the tools, resources and protocol to exceed customer and/or partner expectations. This role supports strategic business initiatives and ongoing enhancement of the customer and agent experience. 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.
Responsibilities
- Model leadership behaviors that are grounded in Starbucks Mission and Values
- Drive the engagement, development, and performance of all members of the team.
- Lead, mentor, and develop a team of service delivery professionals, providing direction, coaching, and support to ensure optimal performance and career growth
- Oversee day-to-day operations within the enablement team, ensuring timely and accurate deliverables and improving agent satisfaction
- Identify opportunities for resource optimization and lead initiatives to enhance change management and agent readiness.
- Partner with cross-functional teams to ensure cohesive and seamless service delivery. Capture and understand critical stakeholder output and design process to meet requirements
- Establish and monitor performance metrics to ensure the team meet or exceeds service level agreements. Use data-driven insights to make informed decisions and report on team performance to senior leadership.
- Ensure compliance with relevant policies, regulations, and internal controls. Identify potential risks and develop mitigation strategies to safeguard the company's assets and reputation.
- Lead or participate in cross-functional projects that impact processes, providing subject matter expertise and ensuring successful delivery.
Requirements
- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization.
- The ability to manage multiple priorities and deliver results in a fast-paced, dynamic environment.
- Strong problem-solving skills.
- company and business unit/department objectives.
- Experience building, leading and mentoring teams.
- Experience assessing the impact of change and developing processes to ensure effective implementation and user acceptance of new processes, products, procedures, or methods
- Expertise in building and establishing relationships across all levels both within and external to the organization
- The ability to work in a fast-paced and changing environment
- The ability to analyze and diagnose problems and to gain buy-in for complex cross-departmental solutions
- The ability to think and act both strategically and tactically
- The ability to coach and mentor team members
- Strong decision-making skills
Nice-to-haves
- Bachelor's degree or significant relevant experience
- Hands-on experience designing tools for operations supporting contact centers or customer experience
- Strong organizational planning, development, and business judgment
- Strong organizational planning and development, and business judgment
Benefits
- 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.
