Supplier Services Manager- Telecommunications (Nashville, TN)

Starbucks Coffee Company•Nashville, TN

16d•$89,000 - $148,400•Hybrid

About The Position

The Supplier Services Manager, Telecommunications contributes to Starbucks’ success by providing end-to-end service delivery and supplier management for retail voice and data connectivity across company-operated stores in the United States and Canada. Based in the Nashville, Tennessee office, the role is hybrid and requires working on-site four days per week. Relocation assistance may be provided. The manager oversees a portfolio of telecommunications carriers and service providers, translating business and store needs into measurable service outcomes. The role combines strategic supplier leadership with hands-on operational execution to ensure reliable service, disciplined governance, financial accountability, and continuous improvement across the telecommunications portfolio. The position works across Retail Operations, Technology, Network Engineering, Product, Help Desk, Finance, Procurement/Sourcing, Legal, and external carriers. It supports the full telecommunications service lifecycle and leads supplier performance, escalations, commercial and contract performance, portfolio financial operations, and process improvements. The manager communicates performance narratives, risks, decisions, recovery plans, and recommendations to working teams and senior leaders.

Requirements

At least 3 years of total professional experience, including telecommunications service delivery, carrier management, supplier management, managed network services, or a closely related field.
Demonstrated experience managing multiple telecommunications carriers or service providers in a large, distributed enterprise environment.
Experience owning carrier performance through SLAs, KPIs, scorecards, corrective action plans, and measurable continuous improvement.
Working knowledge of enterprise voice and data services, such as broadband, fiber, Ethernet, cellular connectivity, voice services, SD-WAN, managed network services, and service resiliency.
Experience leading carrier governance, operational reviews, escalations, chronic-issue reduction, root-cause analysis, and executive communications.
Experience managing the telecommunications service lifecycle, including ordering, provisioning, installation, activation, incident management, repair, disconnects, and billing.
Experience supporting contracts, RFPs, renewals, amendments, pricing reviews, service credits, and supplier-performance commitments.
Strong analytical skills and ability to translate operational data into prioritized actions, accountable owners, target dates, and verified business outcomes.
Ability to influence Technology, Retail Operations, Finance, Procurement/Sourcing, Legal, support teams, and external suppliers without relying on direct authority.
Confidence, curiosity, integrity, patience, and a strong commitment to service.
Ability to hold internal teams and suppliers accountable while maintaining productive, strategic relationships.
Ability to engage in difficult conversations and convert disagreement into clear, actionable decisions.
Ability to navigate complex environments, balance competing priorities, and make sound decisions during escalations.
Ability to communicate technical and operational information concisely in business language for varied audiences.
Ability to create clarity around ownership, commitments, risks, dependencies, and next steps.

Nice To Haves

Experience supporting telecommunications services across a large retail, restaurant, hospitality, or other multi-site environment.
Experience with ServiceNow or a comparable IT service management platform, carrier portals, performance dashboards, and telecommunications expense management practices.
Financial management experience involving budgets, forecasts, invoices, audits, disputes, credits, and cost optimization across multiple suppliers.
Knowledge of ITIL service management disciplines and continuous improvement methods such as Lean, PDCA, value-stream mapping, or Kaizen.
Advanced proficiency with Excel, PowerPoint, Power BI, or comparable reporting and analysis tools.
Experience developing business cases, service improvement roadmaps, and executive-ready recommendations based on performance, risk, customer impact, and cost.

Responsibilities

Own telecommunications service delivery for multiple carriers and providers supporting retail voice, broadband, fiber, wireless, and resilient connectivity services.
Establish and lead carrier governance, including operational reviews, executive business reviews, performance scorecards, service improvement plans, and documented follow-through.
Define, monitor, and improve SLAs, KPIs, SLOs, and operational measures, including availability, incident volume, mean time to repair, chronic trouble, installation intervals, missed commitments, aging orders, and repeat incidents.
Identify systemic trends, conduct root-cause analysis, prioritize corrective actions, and validate sustained improvement in service delivery KPIs.
Serve as the accountable point of contact for high-impact incidents, chronic locations, carrier delays, and issues requiring cross-functional or executive attention.
Connect carrier performance to retail operations, technology reliability, partner experience, and the time stores spend managing telecommunications issues.
Use data and analytics to set performance targets, challenge supplier assumptions, and recommend process, architecture, support-model, or contractual changes.
Partner with Retail Operations, Technology, Network Engineering, Product, Help Desk, Finance, Procurement/Sourcing, Legal, and carriers to align priorities and remove barriers.
Support the full service lifecycle, including carrier selection, solution design, ordering, provisioning, installation, activation, sustainment, repair, disconnect, billing, and technology refresh.
Partner with Sourcing on RFPs, negotiations, renewals, amendments, rate optimization, service-level commitments, credits, and remedies.
Manage portfolio financial operations, including budgets, forecasts, invoice accuracy, billing disputes, audits, cost optimization, accruals, and alignment between approved spend, contracted pricing, and delivered services.
Standardize and simplify delivery processes across carriers to reduce handoffs, order fallout, avoidable delays, repeat work, and operational complexity.
Communicate performance narratives, risks, decisions, recovery plans, and recommendations clearly to working teams and senior leaders.

Benefits

Medical, dental, vision, 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.
Sick time accrued at 1 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.
Relocation assistance can be provided.