Job Description: Lead, Partner Contact Center & Executive Support

Location: Remote | Company: Starbucks

About the Position

As a Lead in the Partner Contact Center at Starbucks, you will play a vital role in elevating the partner (employee) experience through strategic training, quality assurance, and resource coordination. You will also provide advanced administrative support to Starbucks executives, contributing to operational excellence and modeling our company’s guiding principles. This hybrid role is ideal for individuals passionate about developing others, enhancing productivity, and driving continuous improvement while managing complex administrative functions at a leadership level.

Your efforts will directly impact Starbucks' success by ensuring partners are empowered, supported, and equipped to deliver exceptional service.

Key Responsibilities

Partner Development & Contact Center Support

• Lead and coordinate training programs, including developing content, facilitating sessions, and collecting feedback for ongoing improvements.

• Manage quality assurance evaluations and performance metrics to ensure service excellence.

• Work with subject matter experts and management to define and implement processes, procedures, and standards that enhance accuracy and efficiency.

• Identify and execute process improvement initiatives to boost productivity and reduce redundancy.

• Stay current with contact center technologies and integrate relevant updates into training and operational workflows.

Executive Administrative Support

• Provide dedicated support to one or more executives, handling confidential matters with discretion.

• Proactively manage executive calendars, meetings, and domestic/international travel logistics.

• Serve as a liaison and point of contact for the executive’s department, coordinating cross-functional meetings and initiatives.

• Lead and execute complex administrative projects, including budget tracking, data analysis, and presentation creation.

• Support new partner onboarding, space planning, and departmental needs in collaboration with facilities and HR.

• Drive team engagement and alignment through organization of team events, communications, and support of coffee education initiatives.

Qualifications

Required

• 3+ years experience in customer service, HR, or a shared services/contact center environment.

• 3+ years of problem-solving experience in fast-paced settings.

• 1+ year experience leading continuous improvement or operational initiatives.

• Strong verbal and written communication skills with an ability to manage multiple priorities.

• Proficiency in Microsoft Office 365 and virtual collaboration tools.

• Demonstrated strength in organization, time management, and professional discretion.

Preferred

• Leadership experience in a contact center environment.

• Familiarity with contact center technologies and adult learning/training methodologies.

• Experience in budget tracking, space planning, or project coordination.

Core Competencies

• Adaptability: Flexible and comfortable with change.

• Collaboration: Confident and composed team player with a professional demeanor.

• Customer Service: Positive, solution-oriented approach.

• Technology: Strong proficiency in tools supporting remote and in-person work environments.

Benefits

• Medical, dental, and vision insurance options.

• Basic and supplemental life insurance, short- and long-term disability.

• Paid parental leave and family expansion reimbursement.

• Paid time off from date of hire, including sick time and holidays.

• 401(k) plan with employer match and Starbucks equity programs (Bean Stock, SIP).

• Tuition coverage (100% upfront for first-time bachelor’s degrees via Arizona State University).

• Access to backup care, DACA reimbursement, financial wellness tools, and emergency savings incentives.