senior manager, Customer Advocacy

Starbucks•Seattle, WA

1d•Hybrid

About The Position

The senior manager, Customer Advocacy, is responsible for leading a team of senior program managers that identify, prioritize, and drive solutions that meaningfully improve the end-to-end customer experience. This strategic role serves as a critical bridge between customer insights and enterprise action —translating signals from across the customer journey into clear opportunities, influencing strategic decisions, and ensuring that when issues occur, they are resolved in a way that restores customer trust in the Starbucks brand.

Requirements

Bachelor’s degree or significant relevant experience.
8-10+ years managing successful teams.
8-10+ years in customer support operations with progressively increasing responsibility.
8-10+ years general business experience in large, matrixed organizations.
8-10+ years leading cross-functional initiatives.
5+ years change management.
5+ years of project or program management.
A creative and analytical mind that thrives in a data-driven environment.
Expert in building and establishing relationships across all levels both within and external to the organization.
Skilled in influencing and managing change.
Ability to work in a fast-paced and changing environment.
Ability to analyze and diagnose problems and to gain buy-in for complex cross-departmental solutions.
Ability to think and act both strategically and tactically.
Demonstrated passion for delivering a positive customer and partner experience and maintain composure in difficult situations.

Nice To Haves

Master's degree in Business, Data Analytics, Industrial Engineering, or a related field.
Demonstrated experience in one or more of the following: Quality Management, Product Management, Program Management, Vendor Management, or Operations Management.
Proven hands-on experience applying Lean / Six Sigma methodologies, preferably within Customer Service or customer-facing operations.
Experience designing, implementing, and continuously improving policies, processes, and technologies that enhance customer support and experience.
Strong track record of leading root cause analysis efforts, translating insights into scalable solutions, and establishing standards to prevent recurrence.

Responsibilities

Lead and develop a team of senior program managers responsible for identifying, prioritizing, and driving resolution of the most critical customer experience defects across the end-to-end journey.
Own the intake and synthesis of customer signals (contacts, refunds, feedback, in-store experiences, and operational data), translating them into clear problem statements, root causes, and enterprise-level opportunities.
Drive root cause resolution at scale by influencing cross-functional partners (Product, Technology, Operations, Policy, Store Ops) to address systemic issues—not just symptoms—impacting the customer experience.
Build and champion data-driven business cases that quantify customer and financial impact, enabling prioritization of high-value initiatives across the enterprise.
Ensure customer issue remediation restores trust by shaping the policies, tools, and processes used across all service channels (self-service, automated, and human-assisted).
Establish mechanisms to prevent recurrence, including standardized processes, feedback loops, and defect tracking that drive continuous improvement over time.
Partner cross-functionally to redesign experiences and improve programs, ensuring solutions are scalable, sustainable, and aligned to the broader customer journey.
Create closed-loop feedback systems that connect Customer Care insights back into product, operations, and store teams—ensuring learnings translate into action.
Drive alignment and prioritization across competing stakeholders, effectively influencing without direct authority to deliver meaningful customer experience improvements.
Lead strategic planning for the Customer Advocacy function, including defining priorities, allocating resources, and measuring impact through customer and operational metrics (e.g., CSAT, defect reduction, contact rate).

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.