care optimization manager, Customer & Partner Care

Starbucks Coffee Company•Seattle, WA

1d•$112,900 - $169,500•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.
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.

Responsibilities

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.

Benefits

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
two personal days per year
401(k) retirement plan with employer match
discounted company stock program (S.I.P.)
Starbucks equity program (Bean Stock)
incentivized emergency savings
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
access to other educational opportunities
backup care
DACA reimbursement