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

Now Brewing – group manager, Community Engagement (New York City or Seattle – U.S.)! #ToBeAPartner

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.

The group manager of Community Engagement is a strategic and people-first leader responsible for how our brand shows up in conversation—every comment, post, and interaction. This role sits at the center of culture, community and brand voice, leading a team that transforms social channels from broadcast platforms into vibrant communities. You will shape how we listen, moderate, respond, and engage at scale—building systems and strategies that deepen relationships, strengthen brand trust, and turn everyday moments into meaningful connections.

As a group manager, Community Engagement, you will…

• 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