Employer Industry: Coffee Retail

Why Consider this Job Opportunity:

- Competitive pay and comprehensive benefits package
- Opportunity for career growth and development within a global company
- Flexible workplace with hybrid work options
- Chance to lead and inspire a team of customer service professionals
- Access to Starbucks College Achievement Plan for 100% tuition coverage
- Supportive and collaborative work environment

What to Expect (Job Responsibilities):

- Develop and implement strategies for world-class partner and customer experiences
- Oversee global contact centers and related functions, including outsourced contact center operations
- Drive performance and engagement of team members through coaching, feedback, and development opportunities
- Identify and eliminate root causes for customer/partner pain points and implement standardized processes
- Lead transformation and continuous improvement initiatives to enhance operational excellence

What is Required (Qualifications):

- 10 years' experience leading contact centers and/or customer experience center
- Progressive experience in designing and implementing world-class partner and customer experiences
- Experience developing and implementing operations improvement strategies for global contact centers
- Master's degree preferred
- Strong communication and storytelling skills

How to Stand Out (Preferred Qualifications):

- 5+ years' experience leading contact centers in an outsourced environment
- Experience leveraging Lean, Six Sigma, or similar methodologies
- Track record of driving results and improvement

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