Senior Manager, Performance Management
Starbucks
United States, Washington, Seattle
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Salary
Rank
Senior Manager
Responsibility
Design/Transform
Scope
Global
Workplace
100% in office
Functions
Customer Service
Supply Chain
Reports to
Level
N-2
Travel Max:
0%
Posting Date
10-17-2025
Description
We are recruiting for a new key leadership role – Senior Manager, Performance Management, Global Business Services (GBS). This leader will be a part of the newly created Central Capabilities team in GBS. The team is responsible for enabling consistent, reliable, and future-ready service delivery. This role drives accountability and continuous improvement across the GBS organization by overseeing performance management, SLA adherence and insights generation to improve service delivery outcomes.
Key Responsibilities
- Model leadership behaviors that are grounded in Starbucks’ Mission and Values. Drive the engagement, development, and performance of all members of the team. Set goals and actively provide partners with coaching, feedback, and development opportunities.
- Lead the Performance Management Function ensuring SLA compliance and service consistency with our managed service provider. Lead a team to develop and manage performance score cards, dashboards and reporting routines.
- Cross- Functional partnership to ensure service health monitoring and accountability, identify performance gaps, root causes and improvement opportunities across GBS processes. Support a single coordination point for leadership, consolidating progress updates, risk identification and performance reporting across our managed service provider ecosystem.
- Steward of Innovation and transformation initiatives, incubating new practices to future-proof service delivery.
- Enjoy working on an energetic, fun team and drive the business forward as part of a highly collaborative team, while acting in accordance with Starbucks guiding principles.
Qualification & Requirements
- 7+ years in performance management, operations, or shared services roles
- Experience managing performance reporting and improvement programs
- Proven ability to drive continuous improvement using SLA metrics, predictive analytics, and process mining tools
- Experience with global delivery models and cross-functional teams.
- Ability to interpret operational data into actionable insights and influence senior stakeholders with evidence-based recommendations
- Comfortable with a fast-paced environment and all aspects of change management
- Experience leading transformation and continuous improvement initiatives
- Progressive experience with storytelling / communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration.
Benefits
As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to 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, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 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. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative.
Company Profile
Starbucks
Industry
Retail
Revenue
$32.25B
Employees
402,000
Fortune 500 Rank
#125
Global 500 Rank
#473
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