Operation Services Analyst – Executive / Social Care, FSC Operations
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:
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
Ethics and Integrity
Composure
Personal Learning
Dealing with Ambiguity
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
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