This job contributes to Starbucks success by leading PRO Shared Services Operations teams in a Global Business Services/Shared Services environment, supporting service delivery for programs and processes across the partner lifecycle for PRO functions within North America. This leader drives development and implementation of strategic, complex human resources programs, processes and services that streamline operations, reduce costs, and/or enhance the partner experience. This leader analyzes data and metrics to proactively identify trends and facilitate improvements that benefit PRO, internal customers, and the organization.

• Lead multiple leaders and teams: setting strategy and goals, coaching and developing partners and teams, effectively leading partners across all personas (in-office, hybrid, fully digital) in a large-scale, fast-paced, and rapidly changing business environment.
• Manage a diverse portfolio of operational PRO program support spanning the partner lifecycle (such as, onboarding support and candidate scheduling, Form I-9 and Canada work authorization compliance, CUP Fund administration, partner files, employment verification, rehire eligibility administration, severance support, unemployment insurance administration, visitor services in the SSC, North America badging, and more). This includes developing cross-functional relationships with customers, collaborating to resolve trends, and driving improvements to optimize service levels, cost and quality.
• Monitor and manage performance and relationships with multiple third-party vendors.
• Define and monitor key performance indicators and metrics, such as service level agreements for core services and transactions, and track delivery against program objectives.

• Experience developing, deploying, and leading complex operations and teams 7-10 years
• Experience in an HR shared services and/or contact center environment 5 years
• Project management 5 years
• Budget planning and management 5 years
• Vendor management 5 years