group manager, Community Engagement (New York City or Seattle – U.S.)
About The Position
The Group Manager of Community Engagement is a strategic, people-first leader responsible for how Starbucks shows up in social conversations. The role leads a team that turns social channels into vibrant, relationship-driven communities and shapes how the company listens, moderates, responds, and engages at scale. The position develops systems and strategies that deepen relationships, strengthen brand trust, and turn everyday interactions into meaningful connections. The role leads community engagement strategy and operations across platforms, defines Starbucks’ conversational brand voice, and works with internal partners and external vendors to deliver consistent, culturally fluent, brand-safe engagement. It uses listening and performance insights to inform content and optimization, while identifying proactive opportunities to join conversations and build brand affinity. The role is based in New York City or Seattle and is onsite four days per week.
Requirements
- 8 or more years of experience in social media or community management.
- Proven experience building and leading teams responsible for high-volume, real-time engagement or customer interaction.
- Demonstrated success developing community engagement strategies that produce measurable impact on brand perception, loyalty, or customer satisfaction.
- Deep understanding of platform behaviors, social norms, and evolving conversation dynamics across channels.
- Strong leadership skills, including the ability to coach teams, influence cross-functional partners, and navigate ambiguity.
- Experience with social listening, engagement tools, and analytics platforms, and the ability to translate data into actionable insights.
- Track record of developing processes and governance frameworks, such as moderation, escalation, and crisis response, in complex environments.
- Exceptional communication skills and sound judgment in high-visibility, real-time brand interactions.
- Passion for coffee, culture, and community.
Nice To Haves
- Experience with Sprinklr.
Responsibilities
- Lead and evolve a holistic community engagement strategy that makes social channels two-way, relationship-driven experiences.
- Build, coach, and inspire a high-performing team responsible for daily engagement, moderation, and publishing across platforms.
- Define and operationalize Starbucks’ brand voice in conversation, ensuring consistency, authenticity, and cultural relevance.
- Partner with Public Relations, Customer Care, Marketing, Legal, and International teams to align response frameworks, escalation protocols, and real-time management.
- Develop scalable community management systems, playbooks, and tools, including response guidelines, tone frameworks, and moderation policies.
- Manage social and moderation vendors, including onboarding, key performance indicators, operations, optimization, budgets, contracts, and innovation opportunities, to deliver 24/7 engagement at scale.
- Use social listening and engagement insights to inform content strategy, identify emerging trends, and surface actionable customer sentiment.
- Establish success metrics and translate performance into optimization and innovation.
- Champion proactive engagement by identifying opportunities to join conversations, surprise and delight fans, and build brand affinity in culture.
Benefits
- Medical, dental, and vision insurance.
- Basic and supplemental life insurance and other voluntary insurance benefits.
- Short-term and long-term disability.
- Paid parental leave and family expansion reimbursement.
- Paid vacation from date of hire and sick time accrued at one hour for every 25 hours worked.
- Eight paid holidays and two personal days per year.
- Eligible partners may participate in a 401(k) retirement plan with employer match.
- Discounted company stock program (S.I.P.) and 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
