Telecom Supplier Services Manager: Carrier Governance

Starbucks Corp.; Nashville (TN); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Education tuition assistance

Job summary

Starbucks Coffee Company in Nashville, TN is seeking a Supplier Services Manager, Telecommunications to own end-to-end service delivery for a portfolio of carriers and providers supporting store connectivity across the United States and Canada. You will establish governance, define and monitor SLAs/KPIs, and drive continuous improvement.

You will lead escalation management, connect supplier performance to store operations, and influence decisions using data analytics.

Qualifications

• 7-10+ years total experience, including 5+ years in telecommunications service delivery, carrier management, supplier management, managed network services, or a closely related field.
• Demonstrated experience managing multiple telecommunications carriers or service providers in a large, distributed enterprise environment.
• Experience owning carrier performance through SLAs, KPIs, scorecards, corrective action plans, and measurable continuous improvement.
• Working knowledge of enterprise voice and data services, such as broadband, fiber, Ethernet, cellular connectivity, voice services, SD-WAN, managed network services, and service resiliency.
• Experience leading carrier governance, operational reviews, escalations, chronic-issue reduction, root-cause analysis, and executive communications.
• Experience managing the telecommunications service lifecycle, including ordering, provisioning, installation, activation, incident management, repair, disconnects, and billing.
• Experience supporting contracts, RFPs, renewals, amendments, pricing reviews, service credits, and supplier-performance commitments.
• Strong analytical skills with the ability to translate operational data into prioritized actions, accountable owners, target dates, and verified business outcomes.
• Ability to influence across Technology, Retail Operations, Finance, Procurement/Sourcing, Legal, support teams, and external suppliers without relying on direct authority.

Responsibilities

• Own telecommunications service delivery: for a portfolio of multiple carriers and providers supporting retail voice, broadband, fiber, wireless, and resilient connectivity services.
• Establish and lead carrier governance: including operational reviews, executive business reviews, performance scorecards, service improvement plans, and documented follow-through.
• Own service performance: by defining, monitoring, and improving SLAs, KPIs, SLOs, and operational measures such as availability, incident volume, mean time to repair, chronic trouble, installation intervals, missed commitments, aging orders, and repeat incidents.
• Drive continuous improvement: by identifying systemic trends, completing root-cause analysis, prioritizing corrective actions, and validating that changes produce sustained improvement in service delivery KPIs.
• Manage escalations and service restoration: serving as the accountable point of contact for high-impact incidents, chronic locations, carrier delays, and issues requiring cross-functional or executive attention.
• Improve store and customer outcomes: by connecting carrier performance to retail operations, technology reliability, partner experience, and the time stores spend managing telecommunications issues.
• Use data and analytics to influence decisions: set ambitious performance targets, challenge supplier assumptions, and recommend process, architecture, support-model, or contractual changes.
• Partner across the organization: with Retail Operations, Technology, Network Engineering, Product, Help Desk, Finance, Procurement/Sourcing, Legal, and carriers to align priorities and remove barriers.
• Support the full service lifecycle: including carrier selection, solution design, ordering, provisioning, installation, activation, sustainment, repair, disconnect, billing, and technology refresh.
• Lead commercial and contract performance: by partnering with Sourcing on RFPs, negotiations, renewals, amendments, rate optimization, service-level commitments, credits, and remedies.
• Manage portfolio financial operations: including budgets, forecasts, invoice accuracy, billing disputes, audits, cost optimization, accruals, and alignment between approved spend, contracted pricing, and delivered services.
• Standardize and simplify delivery processes: across carriers to reduce handoffs, order fallout, avoidable delays, repeat work, and operational complexity.
• Communicate clearly at all levels: providing concise performance narratives, risks, decisions, recovery plans, and recommendations to working teams and senior leaders.

Skills

Telecommunications

Carrier management

Supplier management

Governance

Data analysis

Executive communication

Project coordination

Power BI

Excel

ServiceNow

Tools

ServiceNow

Power BI

Excel

Job description

Starbucks Coffee Company in Nashville, TN is seeking a Supplier Services Manager, Telecommunications to own end-to-end service delivery for a portfolio of carriers and providers supporting store connectivity across the United States and Canada. You will establish governance, define and monitor SLAs/KPIs, and drive continuous improvement.

You will lead escalation management, connect supplier performance to store operations, and influence decisions using data analytics.