director engineering – Corporate Technology, Service Enablement (Seattle or Nashville)

Starbucks Coffee Company•Seattle, WA

5d•$165,500 - $276,000•Hybrid

About The Position

This role is engineering-forward and is accountable for resilient, secure, scalable platforms; high-velocity delivery; disciplined modernization; and measurable improvements in developer productivity, service experience, and operating efficiency. The Director of Engineering – Corporate Technology, Service Enablement will lead the engineering strategy, platform modernization, and delivery execution for the enterprise service enablement ecosystem that powers Starbucks corporate operations and partner support experiences. This role will lead the technology scope formerly associated with Service Enablement Technology, partnering across Enterprise Technology, Corporate Technology, Legal, Ethics & Compliance, Partner Resources, Finance, Service Desk, Architecture, Cybersecurity, and business stakeholders to modernize and simplify core platforms including ServiceNow, Atlassian, Amazon/AWS Connect, Azure Translation Engine, PagerDuty replacement capabilities, and legal/case-management solutions.

Requirements

10+ years of progressive technology experience designing, building, and operating enterprise software platforms, with 5+ years building and leading teams of engineers and/or engineering managers.
Demonstrated experience directing the software development function across strategy, architecture, design, development, delivery, maintenance, reliability, and lifecycle management of software products and services.
Hands-on fluency with enterprise service management, workflow, contact center, collaboration, and developer productivity platforms such as ServiceNow, Atlassian/Jira/Confluence, Amazon/AWS Connect, GitHub/GitHub Copilot, observability tools, and cloud-native services.
Strong engineering fundamentals across distributed systems, APIs, integrations, data flows, cloud platforms, CI/CD, automated testing, infrastructure automation, incident management, and secure software delivery.
Experience modernizing legacy applications and rationalizing complex portfolios, including platform migrations, SaaS configuration/customization tradeoffs, vendor transitions, and operational change management.
Practical AI fluency, including experience applying AI-assisted engineering, workflow automation, knowledge/search, agent-assist, conversational support, translation, and/or AI-enabled service management capabilities in enterprise environments.
Ability to influence senior leaders, communicate technical strategy clearly, evaluate tradeoffs, and translate business needs into prioritized, executable engineering plans.
Experience managing vendor/PSP partnerships, platform cost, contract implications, operational risk, compliance obligations, and measurable business outcomes.
Bachelor’s degree in computer science, computer engineering, information systems, engineering, or a related technical field, or equivalent practical experience.

Nice To Haves

Depth with ServiceNow platform architecture, ITSM/CSM workflows, Now Assist, platform upgrades, integration patterns, health scans, and governance practices.
Experience with Atlassian Cloud, Jira standards, Confluence knowledge practices, Rovo AI, developer experience, and end-to-end engineering work visibility.
Experience with Amazon Connect/AWS Connect, contact center modernization, agent-assist tooling, service desk workflows, and omni-channel support experiences.
Experience leading legal, compliance, ethics, customer/partner service, or corporate operations platforms in a highly matrixed enterprise environment.
Demonstrated ability to modernize platforms while reducing technical debt, improving reliability, strengthening security, and lowering total cost of ownership.
Advanced degree preferred.

Responsibilities

Lead engineering strategy and platform modernization, including the technology vision, roadmap, architecture, and delivery strategy for enterprise service enablement platforms, balancing speed, resilience, security, scalability, and business value. This includes AI development and testing practices at global scale.
Own core service enablement applications, directing engineering for ServiceNow, Atlassian suite, Amazon/AWS Connect, Azure Translation Engine, AI-enabled support capabilities, service management integrations, and adjacent legal, risk, compliance, and case-management platforms.
Advance AI-enabled service experiences by expanding responsible AI capabilities across ServiceNow, Atlassian Rovo, GitHub Copilot integrations, Amazon Connect/Connect AI use cases, translation services, knowledge automation, agent productivity, and self-service support experiences.
Drive legacy retirement and simplification, leading migration and rationalization efforts including C360 migration to ServiceNow, retirement of multiple saas applications, claims and litigation modernization opportunities, and other portfolio simplification work.
Build high-performing engineering teams by leading and developing managers, engineers, product-facing technical partners, and vendor/PSP teams; setting clear engineering standards; building a strong internal leadership pipeline; and creating a culture of ownership, inclusion, learning, and execution.
Raise the engineering bar by establishing modern engineering practices across CI/CD, automated testing, observability, SLOs/SLIs, incident management, secure-by-design delivery, API/integration patterns, platform reliability, and operational readiness.
Partner deeply across the enterprise by collaborating with business and technology executives to translate needs into scalable platform capabilities, align tradeoffs, communicate engineering rationale, and create clear plans against which teams can execute.
Govern value, risk, and adoption by managing platform lifecycle, vendor relationships, portfolio health, security/compliance obligations, cost optimization, and adoption metrics to ensure technology investments deliver durable enterprise value.

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.