group manager, Community Engagement

Now Brewing – group manager, Community Engagement! #ToBeAPartner 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. The group manager of Community Engagement is a strategic and people‑first leader responsible for how our brand shows up in conversation—every comment, post, and interaction. This role sits at the center of culture, community and brand voice, leading a team that transforms social channels from broadcast platforms into vibrant communities. You will shape how we listen, moderate, respond, and engage at scale—building systems and strategies that deepen relationships, strengthen brand trust, and turn everyday moments into meaningful connections. Responsibilities Lead and evolve a holistic community engagement strategy that transforms social channels into two‑way, relationship‑driven experiences Build, coach, and inspire a high‑performing team responsible for daily engagement, moderation, and publishing across platforms Define and operationalize Starbucks’ brand voice in conversation—ensuring consistency, authenticity, and cultural relevance in every interaction Partner cross‑functionally (PR (Public Relations), Customer Care, Marketing, Legal, International) to align on response frameworks, escalation protocols, and real‑time management Develop scalable systems, playbooks, and tools for community management, including response guidelines, tone frameworks, and moderation policies Lead vendor management and performance across social and moderation partners—owning onboarding, KPI (Key Performance Indicators), operations, and optimization to deliver 24/7, culturally fluent, brand‑safe engagement at scale while managing budgets, contracts, and innovation opportunities Leverage social listening and engagement insights to inform content strategy, identify emerging trends, and surface actionable customer sentiment Establish clear success metrics and translate performance into optimization and innovation Champion proactive engagement—identifying opportunities to join conversations, surprise and delight fans, and build brand affinity in culture Qualifications 8+ years of experience in social media or community management Proven experience building and leading teams responsible for high‑volume, real‑time engagement or customer interaction Demonstrated success developing community engagement strategies that drive measurable impact on brand perception, loyalty, or customer satisfaction Deep understanding of platform behaviors, social norms, and evolving conversation dynamics across channels Strong leadership skills with the ability to coach teams, influence cross‑functional partners, and navigate ambiguity Experience with social listening, engagement tools, and analytics platforms, with the ability to translate data into actionable insights. Experience with Sprinklr a plus. Track record of developing processes and governance frameworks (e.g., moderation, escalation, crisis response) in complex environments Exceptional communication skills and sound judgment in high‑visibility, real‑time brand interactions Passion for coffee, culture, and community 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. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com. If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job‑related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate. We believe we do our best work when we're together, which is why we're onsite four days a week. Equal Opportunity & Accommodations Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances. Starbucks Coffee Company 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 or View phone number on click.appcast.io. #J-18808-Ljbffr Starbucks