About the role
Starbucks is hiring a people leader to own how the brand interacts with customers across its social channels. The role heads a team that turns comments, replies and everyday online conversations into a genuine two-way relationship with the Starbucks community.

What you'll do

• Set and refine the overall strategy for engaging with fans and customers on social platforms.
• Hire, coach and lead the team that handles daily replies, moderation and publishing.
• Shape the brand's conversational voice and build playbooks, tone guides and escalation rules.
• Work with PR, customer care, marketing, legal and international teams on real-time issues.
• Manage outside moderation and social vendors, including budgets, contracts and performance targets.
• Use social listening data to spot trends, track sentiment and report on results.

What they're looking for

• 8+ years in social media or community management.
• A track record leading teams that manage high-volume, real-time customer interactions.
• Experience building moderation, escalation and crisis-response processes.
• Comfort with listening and analytics tools (Sprinklr experience is a plus).
• Strong judgment and communication skills in highly visible situations.

Details: Seattle, WA or New York, NY (in office four days a week) · Full time · Salary: $134,700 - $219,700 per year

Read the full job description and apply on Starbucks's site →