process implementation senior manager, Partner and Customer Service

About the position Responsibilities • Be responsible for planning, designing, and implementing solutions that will seamlessly integrate into all aspects of existing contact center operations and ensure successful sustainment • Contribute to business requirements for key initiatives to ensure customer, partner, agent and/or vendor success • Drive process or system improvements to enhance the operational efficiency of contact center operations • Continuously act on process improvement opportunities to enhance agent experience • Facilitate the evolution of the contact center service and support strategy and ensure alignment with that of the organization • Own the customer and agent journey and optimize the service delivery experience • Collaborate with the implementation advisors and learning specialists to support execution of strategy • Partner with Vendor Management to support and improve contact center quality • Partner with Starbucks Technology on CRM functionality development Requirements • 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 Nice-to-haves • Hands-on experience designing tools for operations supporting contact centers or customer experience • Lean/Six Sigma experience • Strong organizational planning, development, and business judgment • Demonstrated history of delivering innovative solutions • Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use Benefits • Access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits • 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 • Participation in a 401(k) retirement plan with employer match • Discounted company stock program (S.I.P.) • Starbucks equity program (Bean Stock) • Incentivized emergency savings and financial well-being tools • 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 • Backup care and DACA reimbursement Apply tot his job Apply To this Job