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Operation Services Analyst – Executive / Social Care, FSC Operations

Starbucks

Starbucks

Operation Services Analyst – Executive / Social Care, FSC Operations

Seattle, WA
Full Time
Paid
  • Responsibilities

    JOB SUMMARY AND MISSION 

    This job contributes to Starbucks success by managing customer care operations prioritization and process improvement for customers by leveraging partners across the enterprise, engaging vendors and consulting with field leadership.  Partners in this role are expert problem-solvers who exercise best practices in identifying continuous improvement that enhances and grows the value of the brand, using forward-thinking solutions and technology to deliver the Starbucks Experience in a timely manner while communicating results to the Starbucks executive leadership team.  Identifies opportunities in quality with the Customer Contact Centers and stores, provides feedback, develops processes, tests and implements solutions. Models and acts in accordance with Starbucks guiding principles. 

    SUMMARY OF KEY RESPONSIBILITIES 

    Responsibilities and essential job functions include but are not limited to the following: 

    • Provides end-to-end investigation to resolve the highest level of customer care issues pertaining to experiences with our brands, including in-store beverages and merchandise, Starbucks Cards or the Starbucks Rewards program, and other products or services.
    • Uses a wide-variety of systems, both internal and shared with the Customer Contact Center to research, develop and disseminates accurate, relevant, and timely recommendations for resolution to key assigned internal and external audiences.
    • Works cross-functionally with an intermixture of Starbucks teams to ensure alignment on processes and communication to customers.
    • Leads and supports Starbucks vendors who moderate content or engage with customers.
    • Acts as a liaison for escalated customer issues on behalf of the Starbucks senior leadership team and vendors for all Starbucks brands.
    • Consults with field leadership and peers to support and make decisions on escalated issues impacting customers. Collects feedback and information to analyze, identify and optimize operations.
    • Advises and participates on project teams and task forces for special projects. Assists with testing and implementing new technologies, products, processes, and programs to ensure operational success.
    • Monitors customer contacts to identify opportunities and recommend solutions to improve the customer experience.
    • Supports, implements department training program and conducts training when necessary.
  • Qualifications

    Basic Qualifications 

    Basic Qualifications are objective, non-comparative, and relevant requirements essential to performing a role anywhere in the company. Examples include minimum educational requirement or specific degrees, certifications, minimum number of years of experience in a similar role with similar scope or level of responsibility, experience with core technology tools or platforms such as Microsoft Office, equivalent military experience, etc. A process guide for determining Basic Qualifications is available on the Job Description SharePoint site. 

    Required Knowledge, Skills and Abilities 

    • Ability to balance multiple priorities and meet deadlines

    • Ability to collaborate effectively with colleagues, vendors, and partners across organization

    • Ability to apply elevated business knowledge and experience in a complex, fast-paced global environment

    • Ability to implement multiple communication tactics to all levels of leadership and customers

    • Strong awareness of different cultures

    • Strong professional customer service skills 

    • Strong attention to detail

    • Strong organizational skills 

    • Strong knowledge of POS systems and financial transaction process

    • Ability to perform at a high level with little direction or supervision

    • Ability to lead a team or vendor when called upon

    • Ability to communicate professionally, clearly, and concisely, both verbally and in writing 

    • Ability to quickly understand new technology and keeping up-to-date with current trends

    • Ability to resolve sensitive escalations with composure

    • Ability to work cross-functionally and in a diverse environment

    • Ability to adapt to high levels of ambiguity 

    • Ability to work both independently and as part of a team 

    • Ability to manage and maintain confidential and sensitive information effectively 

    • Ability to analyze and interpret multiple sources of data 

    • Intermediate office skills and proficiency in Microsoft Suite.

    Core Competencies 

    Customer Focus 

    • Delivers World Class Customer Service that meets and exceeds all customers' expectations. Has a relentless focus on the customer.

     

    Ethics and Integrity 

    • Adheres to Starbucks values, beliefs, and principles during good and bad times.

     

    Composure 

    • Remains calm, maintains perspective and responds in a professional manner when faced with tough situations

     

    Personal Learning 

    • Takes personal responsibility for the continuous learning of new knowledge, skills and experiences. Is proactive to develop skills with little direction.

     

    Dealing with Ambiguity 

    • Able to successfully function during times of uncertainty and changing priorities

     

    Decision-Making 

    • Makes timely and quality decisions based on a mixture of analysis, wisdom, experience and judgment Interpersonal Savvy 

    • Builds effective relationships with all people; up, down and sideways, inside and outside of Starbucks

     

    Results Oriented 

    • Gets results and achieves goals

     

  • Industry
    Food and Beverages
  • Fun Fact
    Starbucks proudly hires veterans, opportunity youth, and invest in education. Lots of opportunities to grow with Starbucks, from a barista to a manager!
  • About Us

    Starbucks is about more than just a coffee; they're dedicated to employee and community growth. Starbucks even runs a program that pays for their baristas tuition to help them finish their education. That’s why when you launch your career inspired by human connection and the opportunity to become your personal best, the possibilities are endless. SCAP - Starbucks College Achievement Program