group manager, Community Engagement at Starbucks | Seattle, WA | $130K/yr – $217K/yr

Starbucks

group manager, Community Engagement

Seattle, WA (Unknown)

$130K/yr – $217K/yrSenior Level8+ years exp

Posted 4 weeks ago

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Job Summary

Own the global community and social engagement engine, turning Starbucks channels into two way, brand safe conversations with a scalable team and governance framework.

Growth Infrastructure: Build scalable playbooks and tools for 24/7 engagement, moderation, and publishing.
Brand Voice: Define and operationalize the brand tone across platforms and cultures with authentic, contextual interactions.
Cross Functional Leadership: Align with PR, Care, Marketing, Legal, and International teams on response frameworks and escalation for real time management.

Job Description

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

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

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.

Starbucks

3.6 Glassdoor

At Starbucks, we like to say that we are not in the coffee business serving people, but in the people business serving coffee. Here, our employees - who we call partners – are the heart of the Starbucks experience, and being a partner means aspiring to become part of something bigger: inspiring positive change in the world and growing in your career and in your community. It’s an opportunity to be your personal best. Starbucks is an equal opportunity employer of all qualified individuals, including minorities, veterans and individuals with disabilities. In everything we do, we are dedicated to our mission: To be the premier purveyor of the finest coffee in the world, inspiring and nurturing the human spirit — one person, one cup and one neighborhood at a time. Join us. Inspire with every cup. Explore opportunities, benefits and more at careers.starbucks.com

Founded in 1971

Seattle, WA, US

166K employees (1,935 in marketing)

www.starbucks.com/careers

61% recommend to a friend

58% CEO approval