Supplier Services Manager- Telecommunications; Nashville, TN

About the role.

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and its rich tradition, but 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 Supplier Services Manager, Telecommunications contributes to Starbucks success by providing end-to-end service delivery and supplier management for retail voice and data connectivity across company-operated stores in the United States and Canada. This role manages a portfolio of telecommunications carriers and service providers, translating business and store needs into measurable service outcomes. The manager combines strategic supplier leadership with hands‑on operational execution, ensuring reliable service, disciplined governance, financial accountability, and continuous improvement across the telecommunications portfolio.

Join us and inspire with every cup.

• 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.

• 7-10+ years of total professional experience, including 5+ years in telecommunications service delivery, carrier…