senior manager customer care, Partner and Customer Service (Remote, U. – Amazon Store

senior manager customer care, Partner and Customer Service (Remote, U.
– Amazon Store

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September 6, 2025

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About the position

Responsibilities

• Model leadership behaviors grounded in Starbucks Mission and Values, providing coaching and developmental opportunities to partners.
• Manage, develop, and implement new processes to address escalations and highly visible mentions.
• Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
• Partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides.
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media.
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data.
• Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes.

Requirements

• Bachelor's degree or significant relevant experience.
• Professional experience managing branded channels across multiple social media platforms.
• 5+ years managing successful teams.
• 5+ years general business experience in large, matrixed organizations.
• 5+ years leading cross-functional initiatives.
• 5+ years change management experience.
• Strong organizational planning, development, and business judgment.
• Demonstrated history of delivering innovative solutions.
• Experience facilitating root cause analysis and driving solutions to complex problems.
• Strong reporting skills with the ability to summarize data into MBR reports.

Nice-to-haves

• Strong awareness of emerging trends and analyzing data to provide actionable insights.
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.

Benefits

• 100% tuition coverage through Starbucks College Achievement Plan.
• Health coverage with a variety of plans to choose from.
• Stock & savings programs like the equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off.