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care optimization manager, Customer & Partner Care
Full-time
Now Brewing – Care Optimization Manager (Shared Services Manager sr)! \#tobeapartner 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.
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.
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.
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!
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
