senior program manager, Customer Advocacy

Starbucks•Seattle, WA

7h•Onsite

About The Position

The senior program manager, Customer Advocacy, is responsible for identifying, prioritizing, and driving solutions that meaningfully improve the end-to-end customer experience. This 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
7 years working across functional areas to design, develop and implement effective business solutions that align with company and business unit/department objectives.
5 years building, leading and mentoring teams.
5 years of implementation and/or project management.
5 years conducting requirements gathering and analysis.
5 years assessing the impact of change and developing processes to ensure effective implementation and user acceptance of new processes, products, procedures, or methods.
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.
Ability to coach and mentor team members.
Strong decision-making skills.

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

Systematically listen to and observe customer signals —including contacts, refunds, feedback, and in-store experiences— while analyzing large and complex data sets to identify patterns, root causes, and opportunities to improve customer experience.
Develop compelling business cases grounded in rigorous analysis, using data-driven insights to influence decision-making and prioritize initiatives that deliver meaningful customer impact.
Identify, engage, and collaborate with cross-functional stakeholders who own the policies, processes, products, and technologies shaping the customer journey, driving alignment and execution of high-impact solutions.
Ensure that the policies, technologies, and processes used by Customer Service to remediate customer issues consistently restore trust in Starbucks across all service channels —self-service, automated, and human-assisted— delivering a support experience that delights our customers in every interaction.

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%25 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