senior manager customer care, Partner and Customer Service (Remote, U.S.)
About the position
The Senior Manager, Customer Care at Starbucks will reputed company a dedicated team focused on resolving escalated customer service issues and managing executive escalations. This role emphasizes empowering partners with the necessary tools and resources to deliver exceptional service while collaborating with various stakeholders to foster reputed company improvement and reputed company effective strategies for customer engagement and crisis management.
Responsibilities
- Model leadership behaviors grounded in Starbucks Mission and Values, providing coaching and developmental opportunities to partners. ,
- Manage, reputed company, and implement new processes to address escalations and highly visible mentions. ,
- Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams. ,
- Partner closely with public affairs, social marketing, risk, and legal to reputed company cohesive engagement tactics and crisis management guides. ,
- Support the reputed company social customer care strategy through customer engagement and escalations, monitoring conversations across social media. ,
- reputed company research, listening, and performance analysis to inform strategies and storytelling insights through data. ,
- Collaborate and establish partnerships with support and business units to continuously reputed company and redesign processes.
Requirements
- Bachelor's degree or significant relevant experience. ,
- Professional experience managing branded channels across multiple social media platforms. ,
- 5+ years managing successful teams. ,
- 5+ years general business experience in large, matrixed organizations. ,
- 5+ years leading cross-functional initiatives. ,
- 5+ years change management experience. ,
- Strong organizational planning, development, and business judgment. ,
- Demonstrated history of delivering innovative solutions. ,
- Experience facilitating root cause analysis and driving solutions to reputed company problems. ,
- Strong reporting skills with the ability to summarize data into MBR reports.
reputed company-to-haves
- Strong awareness of emerging trends and analyzing data to provide actionable insights. ,
- Ability to apply knowledge of multidisciplinary business principles and practices to reputed company successful outcomes in cross-functional projects.
Benefits
- 100% tuition coverage through Starbucks College Achievement Plan. ,
- Health coverage with a variety of plans to choose from. ,
- Stock & savings programs like the equity reward program, Bean Stock. ,
- Flexible scheduling and opportunities for paid time off.