Now Brewing –Quality Assurance, Risk & Controls Program Manager! #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 team: Starbucks Global Business Services (GBS) provides shared capabilities and services that enable scale, consistency, and operational excellence across the enterprise. GBS works in close partnership with Business Units, Starbucks Technology, and strategic service providers to deliver efficient, high-quality outcomes while continuously evolving how work is performed.
The role: The Quality Assurance, Risk & Controls Program Manager is responsible for defining, implementing, and governing the quality, risk, and control framework for Starbucks GBS supported work, with a primary focus on outsourced delivery through service providers. This role ensures that work delivered by vendors and inshore GBS teams meets Starbucks’ standards for accuracy, compliance, security, and operational integrity. The role acts as an independent quality and risk function to protect service stability while enabling scale.
As a GBS Quality Assurance, Risk & Controls Program Manager, you will…
• Own and evolve the GBS Quality Assurance framework across outsourced and inhouse work, including QA standards, quality metrics, review cadences, acceptance thresholds, and defect management mechanisms.
• Design and govern QA reviews and audits by defining sampling models, quality audits, and defect tracking to ensure consistent, defensible quality measurement across functions and vendors.
• Partner with Business Units, Vendor Relations, and Analytics to analyze trends, leading indicators, and quality drivers, translating insights into targeted governance and improvement actions.
• Define and embed GBS operational risk and controls standards aligned with Starbucks policies, including accuracy, access, segregation of duties, escalation handling, and operational resilience.
• Serve as the QA and risk partner for transitions and change initiatives, validating readiness controls pre‑go‑live, supporting stabilization, and surfacing risk early in sourcing, advisory, and transformation work.
• Lead issue management and remediation governance, partnering with Vendor Relations on recovery plans, supporting root cause analysis for recurring defects or risk events, and tracking closure and sustainability of corrective actions.
• Escalate systemic quality or control issues requiring process, control, or governance redesign, ensuring risks are transparently surfaced and addressed at the appropriate level.
• Provide executive‑level QA and risk reporting, contributing quality and control insights to QBRs, leadership reviews, and governance forums, with clear visibility into risks, trends, and mitigation progress.
We’d love to hear from people with:
• 8+ years of progressive experience in Quality Assurance, Operational Risk, Internal Controls, Audit, or Vendor Governance within a large corporate or shared services environment
• Demonstrated experience designing or operating QA frameworks that include quality metrics, sampling methodologies, review cadences, and defect / issue management
• Strong understanding of operational risk and internal controls, including accuracy, access management, segregation of duties, escalation handling, and transition risk
• Hands‑on experience partnering with or supporting Internal Audit, SOX, risk, or external assessments, including audit readiness and remediation activities
• Experience overseeing outsourced or managed service provider (MSP) delivery, with the ability to assess control effectiveness, quality performance, and remediation sustainability
• Proven ability to lead cross‑functional collaboration with Business Units, Vendor Management, Analytics, and Risk / Compliance stakeholders
• Strong analytical and communication skills, with experience translating QA and risk insights into clear, executive‑level reporting and recommendations
• Bachelor’s degree in Business, Accounting, Finance, Operations, Information Systems, or a related field; advanced degree or relevant certifications (e.g., CPA, CIA, CISA) a plus
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.
*If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
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Join us and inspire with every cup. Apply today!
Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
Starbucks Coffee Company is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at [email protected] or 1(888) 611-2258. [