Some careers are planned and some evolve naturally from a personal passion. Meet Kathy Chiang, a coffee lover turned barista turned Customer Experience Manager who’s loved every surprising sip of the way.
What does your day as a Customer Experience Manager look like?
As the Customer Experience Manager for Peet’s Consumer Call Center, I manage the day-to-day operations that support our overall customer care strategy. I oversee a team of over 20 agents, assisting them with customer escalations, identifying appropriate service recovery solutions, reporting user experience obstacles, conducting quality assurance reviews, and providing one-on-one coaching to strengthen service quality and efficiency.
Beyond these frontline operations, I advise business teams on project initiatives and help develop processes for the various platforms we use across the organization. I also provide customer experience (aka CX) feedback on our communication approach to customers, ensuring our messaging is clear and aligned with customer expectations, which has contributed to stronger customer sentiment. By bridging customer insights with operational needs, we can continuously improve both our tools and the experience we deliver.
You started as a barista—how did you get from there to here?
I began my journey with Peet’s in 2007 as a barista at our Montclair-Oakland store while completing my graduate studies at Cal State University, East Bay. Shortly after graduating, a role in Customer Service opened up. I applied, interviewed with the CX Director, and was hired on the spot—marking the start of my long tenure on the Customer Service team.
Over the years, I’ve grown from an individual contributor to a CX Ops Lead, then to a CX Assistant Manager, and now to my current position as Customer Experience Manager—a role I’ve held for almost five years. Throughout my time at Peet’s, I’ve had the privilege of being part of major brand milestones and learning from so many colleagues whose unique perspectives and expertise have inspired me along the way. I’ve also been given opportunities to advance at pivotal moments, taking on responsibilities that have kept me curious, energized, and excited to continue growing with Peet’s.
What drew you to working at Peet’s?
I first fell in love with Peet’s in high school. My Latin teacher would bring a freshly brewed carafe of Peet’s black coffee to morning study hall, and the bold flavor, smooth finish, and unforgettable aroma became something I looked forward to every day. When I later attended UC Davis, I found two Peet’s locations in town and became a regular. Even as I transitioned from drinking black coffee to lattes, that signature boldness stayed with me. There’s a comfort in a cup of Peet’s that I’ve never found with any other brand. When I moved on to Cal State East Bay for graduate school, I wanted a part-time job that matched my early‑morning energy, so I applied to be a barista. That decision set the foundation for a career I never expected but deeply value.
What’s the secret to a great customer experience?
My team supports consumer inquiries across all our channels—Rewards App, peets.surf, Licensed Partners, CPG/Direct Club, and Retail Coffeebars—and often even assists employees who reach out for help. It’s a tremendous amount of information to retain, yet they show up every day with a positive attitude and a readiness to solve anything that comes their way. I’m fortunate to lead a group that works cohesively, holds each other accountable, and focuses on winning together. That sense of shared ownership is something I value deeply as their manager.
One of the qualities I’m most proud of is how genuinely passionate my team is about being Peetniks. They don’t just know our products—they enjoy them, believe in them, and communicate that enthusiasm naturally when supporting our customers.
Can you share a favorite aspect of your role?
A success I see every day—and what I find most rewarding—is watching how my team's care, curiosity, and collaboration translate into meaningful customer experiences. They care deeply about how they explain why we do things the way we do and consistently keep customer satisfaction at the center of every interaction. They ask thoughtful questions when partnering with cross‑functional teams and go out of their way to find the right resolution, even when the issue spans multiple platforms or business areas.
Whether it’s turning around a difficult situation or helping a customer feel heard and appreciated, their commitment consistently strengthens our brand and reminds me why I love the work we do.
You must have seen a lot of changes in 19 years!
I’ve had the privilege of witnessing Peet’s evolve—through brand strategy shifts, innovative product launches, and new pilot programs—while still staying true to who we are. My experience has exceeded my expectations in every way. I’ve grown alongside the company, taken on meaningful responsibilities, and watched the Customer Experience team develop into a highly respected, influential part of the organization. It feels like I’ve lived a century’s worth of Peet’s history, and I’m proud to carry that experience forward.
We hear that you’re raising your own little Peetniks...
My three kids—now 9, 9, and 11—have been visiting our Elk Grove Promenade Peet’s with me since they were little. One visit in particular still makes me laugh. The line was starting to get long, and they asked why I couldn’t just hop behind the counter and “make stuff.” I explained that I work for the home office supporting customers, not as a barista, so ‑ not trained to make beverages or handle instore tasks. Ever since then, whenever a line gets long, they look at me and say, “If only you could help.” Without knowing it, they’ve developed a sharp eye for customer experience.
FIND YOUR PASSION WITH PEET'S
Peetniks are passionate and authentic learners and doers, committed to the pursuit of better. Check out our open opportunities and apply today.