group manager, Community Engagement (New York City or Seattle – U.S.)

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

Requirements

• 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
• 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

Preferred

• Experience with Sprinklr a plus.

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