program manager, Quality Assurance, Risk and Controls

Starbucks Coffee Company•Seattle, WA

7h•Onsite

About The Position

The Quality Assurance, Risk & Controls Program Manager is responsible for defining, implementing, and governing the quality, risk, and control framework for Starbucks GBS supported work, with a primary focus on outsourced delivery through service providers. This role ensures that work delivered by vendors and inshore GBS teams meets Starbucks’ standards for accuracy, compliance, security, and operational integrity. The role acts as an independent quality and risk function to protect service stability while enabling scale.

Requirements

8+ years of progressive experience in Quality Assurance, Operational Risk, Internal Controls, Audit, or Vendor Governance within a large corporate or shared services environment
Demonstrated experience designing or operating QA frameworks that include quality metrics, sampling methodologies, review cadences, and defect / issue management
Strong understanding of operational risk and internal controls, including accuracy, access management, segregation of duties, escalation handling, and transition risk
Hands‑on experience partnering with or supporting Internal Audit, SOX, risk, or external assessments, including audit readiness and remediation activities
Experience overseeing outsourced or managed service provider (MSP) delivery, with the ability to assess control effectiveness, quality performance, and remediation sustainability
Proven ability to lead cross‑functional collaboration with Business Units, Vendor Management, Analytics, and Risk / Compliance stakeholders
Strong analytical and communication skills, with experience translating QA and risk insights into clear, executive‑level reporting and recommendations
Bachelor’s degree in Business, Accounting, Finance, Operations, Information Systems, or a related field

Nice To Haves

advanced degree or relevant certifications (e.g., CPA, CIA, CISA) a plus

Responsibilities

Own and evolve the GBS Quality Assurance framework across outsourced and inhouse work, including QA standards, quality metrics, review cadences, acceptance thresholds, and defect management mechanisms.
Design and govern QA reviews and audits by defining sampling models, quality audits, and defect tracking to ensure consistent, defensible quality measurement across functions and vendors.
Partner with Business Units, Vendor Relations, and Analytics to analyze trends, leading indicators, and quality drivers, translating insights into targeted governance and improvement actions.
Define and embed GBS operational risk and controls standards aligned with Starbucks policies, including accuracy, access, segregation of duties, escalation handling, and operational resilience.
Serve as the QA and risk partner for transitions and change initiatives, validating readiness controls pre‑go‑live, supporting stabilization, and surfacing risk early in sourcing, advisory, and transformation work.
Lead issue management and remediation governance, partnering with Vendor Relations on recovery plans, supporting root cause analysis for recurring defects or risk events, and tracking closure and sustainability of corrective actions.
Escalate systemic quality or control issues requiring process, control, or governance redesign, ensuring risks are transparently surfaced and addressed at the appropriate level.
Provide executive‑level QA and risk reporting, contributing quality and control insights to QBRs, leadership reviews, and governance forums, with clear visibility into risks, trends, and mitigation progress.

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