Director, Central Capabilities

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.
• Identify, understand and align with GBS service needs by overseeing the newly formed Central Capabilities Organization, including the Vendor Management and Performance Management functions, with clear performance measures, escalation paths, and value delivery expectations. Drive SLA adherence, continuous improvement, internal customer satisfaction, and insights generation across GBS.
• Cross- Functional partnership to align end-to-end process governance with enterprise standards, ensuring SBUX and its managed service providers operate in sync. Provide 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.
• Champion GBS governance principles of standardization, automation, and scale while reinforcing partner and business unit alignment to new ways of working
• 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

• 10+ years in global business services, shared services, or outsourcing governance, with direct responsibility for vendor management and performance management.
• 5+ years in cross-functional leadership roles focused on process improvement, digital enablement, or transformation
• Strong expertise in vendor management frameworks, including contract oversight, performance monitoring, and escalation handling
• Proven ability to drive continuous improvement using SLA metrics, predictive analytics, and process mining tools
• Skilled in governance design, ensuring consistent execution of end-to-end processes across multiple vendors and geographies
• 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
• Progressive experience in building, scaling and leading large teams (including managed service providers) and developing leaders and managers.
• 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.