group manager, Community Engagement

Starbucks Coffee Company•Seattle, WA

2d•$130,300 - $217,400•Onsite

About The Position

The group manager of Community Engagement is a strategic and people-first leader responsible for how our brand shows up in conversation—every comment, post, and interaction. This role sits at the center of culture, community and brand voice, leading a team that transforms social channels from broadcast platforms into vibrant communities. You will shape how we listen, moderate, respond, and engage at scale—building systems and strategies that deepen relationships, strengthen brand trust, and turn everyday moments into meaningful connections.

Requirements

8+ 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 drive 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 with the ability to coach teams, influence cross-functional partners, and navigate ambiguity
Experience with social listening, engagement tools, and analytics platforms, with the ability to translate data into actionable insights.
Track record of developing processes and governance frameworks (e.g., moderation, escalation, 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 a plus.

Responsibilities

Lead and evolve a holistic community engagement strategy that transforms social channels into 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 in every interaction
Partner cross-functionally (PR (Public Relations), Customer Care, Marketing, Legal, International) to align on response frameworks, escalation protocols, and real-time management
Develop scalable systems, playbooks, and tools for community management, including response guidelines, tone frameworks, and moderation policies
Lead vendor management and performance across social and moderation partners—owning onboarding, KPI (Key Performance Indicators), operations, and optimization to deliver 24/7, culturally fluent, brand-safe engagement at scale while managing budgets, contracts, and innovation opportunities
Leverage social listening and engagement insights to inform content strategy, identify emerging trends, and surface actionable customer sentiment
Establish clear success metrics and translate performance into optimization and innovation
Champion proactive engagement—identifying opportunities to join conversations, surprise and delight fans, and build brand affinity in culture

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