Group Manager, Community Engagement

About the Role

Starbucks invites you to join as a Group Manager of Community Engagement, a pivotal leadership position that embodies our commitment to connection and culture. This role centers on shaping the brand's presence in digital dialogues, ensuring every interaction resonates with authenticity and cultural insight. Leading a dynamic team, you'll transform social media platforms into engaging communities that build trust and foster meaningful conversations.

Key Responsibilities

• Design, lead, and continuously refine a comprehensive strategy to convert social channels into interactive, relationship-focused spaces.
• Recruit, develop, and motivate a talented team responsible for daily moderation, engagement, and content publishing across various social platforms.
• Establish and maintain Starbucks’ brand voice in all communications to ensure coherence, genuineness, and cultural appropriateness.
• Collaborate closely with multiple departments including Public Relations, Customer Care, Marketing, Legal, and International teams to synchronize response protocols and escalation strategies.
• Create scalable tools, guidelines, and playbooks pertaining to community management, including tone guidelines and moderation policies.
• Oversee vendor partnerships and operational performance for social engagement and moderation providers, managing onboarding, KPIs, contracts, budgets, and innovative approaches for 24/7 culturally sensitive engagement.
• Utilize social listening and analytics to refine content strategies, detect trends, and gather actionable insights from customer sentiment.
• Define clear performance metrics and translate insights into ongoing improvements and creative innovations.
• Promote proactive community participation by identifying opportunities to engage conversations and enhance brand affinity through surprise and delight moments.

Preferred Qualifications

• At least eight years of experience in social media or community management.
• Proven leadership experience managing teams handling large-scale, real-time community engagement or customer interactions.
• Successful record in developing community engagement initiatives that positively affect brand image, loyalty, and customer satisfaction.
• Comprehensive understanding of social platform behaviors, norms, and evolving conversational dynamics.
• Strong leadership capabilities, including team coaching, influencing cross-team collaborations, and managing uncertainty.
• Proficiency in social listening, engagement, and analytics tools; familiarity with Sprinklr is advantageous.
• Experience designing governance models such as moderation, escalation, and crisis response in complex settings.
• Excellent communication skills and the ability to exercise sound judgement during high-visibility real-time brand interactions.
• Passion for coffee, community, and culture.

Benefits and Perks

• Comprehensive medical, dental, vision, and life insurance coverage including supplemental options.
• Access to short-term and long-term disability plans, paid parental leave, and family expansion reimbursement.
• Paid time off starting from the date of hire, sick leave accrued hourly, eight paid holidays, and two personal days each year.
• 401(k) plan with employer match, discounted stock purchase program, equity opportunities, emergency savings incentivization, and financial wellness tools.
• Full tuition coverage for a first bachelor’s degree via Arizona State University’s online program through the Starbucks College Achievement Plan, plus student loan assistance and additional educational resources.
• Backup care and DACA reimbursement benefits.
• Vacation accrual varies by state and role level, with higher limits for director-level roles and upward.
• The offered base salary will be influenced by skills, experience, location, and internal parity, with mid-range hiring practices.
• Work onsite four days per week to foster effective collaboration.

Equal Opportunity and Accessibility

Starbucks is an equal opportunity employer, welcoming all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or other protected traits. We comply with all applicable laws on employment and accommodations. Applicants with disabilities are encouraged to request reasonable accommodations during the hiring process.