manager, program management - Vendor Performance

About the Role

As a manager of program management for Vendor Performance at Starbucks, you will shape the customer and partner experience by ensuring outsourced providers deliver consistent, high-quality service across the retail portfolio. You will establish the vendor performance program, set standards, governance, and a multi-year strategy, and lead a unified team of vendor performance managers. Your role will drive efficiency, continuous improvement, and strategic partnerships to support growth and uphold the Starbucks experience.

Responsibilities

• Model leadership behaviors grounded in Starbucks Mission and Values.
• Drive team engagement, development, and performance.
• Lead a unified vendor performance team across soft services, hard services, and equipment vendors.
• Create, own, and govern the multi-year vendor performance strategy and service network architecture.
• Establish standardized scorecards, performance standards, and corrective action frameworks.
• Drive compliance to preferred and approved vendors in partnership with Sourcing, Operations, and regional teams.
• Autonomously drive strategic alignment across senior leaders and cross-functional teams.
• Partner with Sourcing to lead large, cross-facility RFPs and shape vendor strategies.
• Apply advanced contract administration capabilities to strengthen financial and contract governance.
• Negotiate resources, liaise with vendors and stakeholders, and provide guidance to project teams.
• Collaborate with support and business units to innovate and redesign programs.
• Create continuous feedback loops with internal customers and business partners.
• Lead and enable others to deliver complex, cross-functional programs.

Qualifications

• Bachelor’s degree or significant relevant experience.
• Minimum of 8 years of experience managing successful teams.
• Minimum of 8 years of experience in customer support operations with increasing responsibility.
• Minimum of 8 years of general business experience in large, matrixed organizations.
• Minimum of 8 years of experience leading cross-functional initiatives.
• Minimum of 5 years of change management experience.
• Minimum of 8 years of project or program management experience.
• Experience managing global and remote teams.
• Minimum of 8 years of experience building and mentoring teams, including PMs and Sr PMs.

Benefits

• Medical, dental, vision, and life insurance.
• Short-term and long-term disability.
• Paid parental leave and family expansion reimbursement.
• Paid vacation from date of hire, sick time, and paid holidays.
• 401(k) retirement plan with employer match.
• Discounted company stock program (S.I.P.) and Starbucks equity program (Bean Stock).
• 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program.
• Backup care and DACA reimbursement.

Vacation accrual varies by state and role. The actual base pay is based on job-related knowledge, experience, location, and internal equity. Onsite work is required four days a week.