Group Manager, Community Engagement & Brand Voice

Starbucks Corp.; Seattle (WA); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with employer match

Starbucks Scholarship (ASU) tuition

Paid parental leave

Vacation and holidays

Bean Stock equity program

Employee perks & discounts

Job summary

Starbucks Coffee Company is seeking a Group Manager, Community Engagement, in New York City or Seattle. You will lead a team that transforms social channels into two-way, relationship-driven experiences, shaping brand voice and cross-functional collaboration across PR, Customer Care, Marketing and Legal.

You will develop scalable systems, playbooks, and tools for community management, and manage vendor partnerships to ensure 24/7, culturally fluent engagement at scale while overseeing budgets

Qualifications

• 8+ years of experience in social media or community management.
• Proven experience building and leading teams responsible for high-volume, real-time engagement.
• 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; Sprinklr a plus.

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, 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, 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.

Skills

Social media

Community management

Leadership

Cross-functional collaboration

Analytics

Sprinklr

Tools

Sprinklr

Engagement tools

Job description

Starbucks Coffee Company is seeking a Group Manager, Community Engagement, in New York City or Seattle. You will lead a team that transforms social channels into two-way, relationship-driven experiences, shaping brand voice and cross-functional collaboration across PR, Customer Care, Marketing and Legal.

You will develop scalable systems, playbooks, and tools for community management, and manage vendor partnerships to ensure 24/7, culturally fluent engagement at scale while overseeing budgets