Product Manager, Service & Contact Center Tech

Posted Jan 7

product manager, Service & Contact Center Technology - (Seattle OR Remote) (

Job Number:

220097941 )

Job Posting

: Jan 6, 2023

Job Posting End Date

: Jan 23, 2023

Location

: US-WA-Seattle-Starbucks Support Center United States

Is this role eligible for remote or hybrid work? : Yes-Hybrid

Starbucks - Project/Product/Program Management

Schedule

: Full-time

Pay Range : $100,600-$177,500/annually

Bonus Eligible : Yes

Job Summary and Mission

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.

At Starbucks, our mission is to inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time. Starbucks Technologists work to achieve this mission using cutting-edge technology delivered to our partners, customers, stores, roasters, and global communities. This position contributes to Starbucks success by assuming end-to-end responsibility for the strategic value, usability, and performance of one or more of our service and contact center technologies. We design, build, and nurture a digital ecosystem that elevates the Starbucks brand and grows our business by amplifying human connections, relationships, and experiences. Acts as the leader and subject matter expert in a specific domain space for a team of technologists. To be successful, the product manager, needs to be skilled in managing complex and ambiguous initiatives while managing cross functional expectations - including but not limited to feature sets, problem areas, timelines, and change requests. They need to have a passion for building the right capabilities for our business and our customers balanced with the analytical rigor to test, measure, and iterate to deliver on the best experience and business value.

Summary of Key Responsibilities

As a product manager in Starbucks Technology, you will…

  • Partner with business stakeholders on problem definition & drive alignment on business goals, UX goals and defining target KPIs for features
  • Create user stories/requirements, work with stakeholders to identify ROI/business value; lead prioritization of backlog; create and maintain user personas
  • Effectively partner and collaborate with both senior managers and working teams to position and support engagements
  • Prioritize and own multiple deliverables and cross-team initiatives
  • Be responsible for multiple sub-products and/or one small to mid-size product; be knowledgeable in a specific product domain space within Starbucks and the overall industry
  • Define UX goals, KPIs, measurement plans independently
  • Perform Feature Readouts with 2nd level insights (broader and deeper hypothesis driven complete analysis) per measurement plan, and identify proxy data sources as needed to troubleshoot issues
  • Manage tradeoffs on scope, resources, timeline on small to medium sized feature sets
  • Be responsible for successful execution of small to medium enhancements and new features against business goals
  • Communicate effectively with technology and business teams independently
  • Create product update communications independently varying from release announcements to content for executive review and decision making
  • Support team members and peers in learning technical skills and business acumen
  • Stay abreast of new technology capabilities and leverage knowledge in contributing to product solutions; recommend and plan innovative products and features
  • Work with technical product managers and/or engineering to scope and prioritize upcoming projects into the roadmap
  • Collaborate with technical working teams to apply knowledge/expertise in refining requirements, understanding technical debt and non-functional features to prioritize appropriately
  • Manage a single team product roadmap
  • Build effective relationships with key stakeholders and cross functional teams

Basic Qualifications

  • Bachelor’s Degree in Computer Science, Information Technology, Business, or relevant field

Preferred Qualifications

We’d love to hear from people with:

  • Demonstrated ability to use analytics and optimization tools to inform product planning and prioritization (4 years)
  • Demonstrated ability to work with design and engineering to deliver customer facing features (4 years)
  • Hands on experience in developing roadmaps, priorities, features, story outlines, writing user stories, refining product backlogs, and coordinating/prioritizing conflicting requirements in a fast-paced, changing environment with variety of stakeholders (4 years)
  • 4+ years of industry experience in a technology environment with a record of successfully delivering complex products
  • Ability to analyze data to justify product decisions and apply key learnings
  • Ability to apply knowledge of business principles and practices to achieve successful outcomes in cross-functional projects and activities
  • Strong verbal and written communications skills
  • Communications skills to influence outcomes within a known skill set
  • Ability to balance multiple priorities and meet deadlines
  • Strong knowledge of agile development practices, methodologies, and tools
  • Technical knowledge in service and contact center technologies
  • Knowledge of agile/scrum methodology and user centric design; may be certified product owner; may collaborate with PMO/scrum master on project methodology to highlight issues and help as needed for product lifecycle

Join us and inspire with every cup. Apply today!

The pay range for this position may be narrower than that displayed, depending on where the work is performed.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at applicantaccommodation@starbucks.com.