EVP & COO, Starbucks
Search every verified Mike Grams interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. In an August 2025 interview with CNBC, Starbucks EVP and COO Mike Grams discussed the company's "Green Apron Service" initiative, which he described as an effort to "reconnect our partners with our customers" through training in the fundamentals of Starbucks service. Grams stated the initiative includes investments in expanding store rosters and deploying technology to smooth the integration of digital, drive-through, and in-store ordering, with the goal of maintaining turnaround times of four minutes or fewer. He characterized the program as "the largest investment Starbucks has ever made in hospitality and our partners." Grams said the initiative would affect labor costs, noting that the company has "done a really good job of mitigating cost when it comes to pricing this year, and we'll continue to look for those trade-offs in the business to make those investments." He also commented on working again with CEO Brian Niccol, with whom he previously worked at Taco Bell, saying Niccol's "maturity as a leader" and "understanding of operations" have been exciting to observe.
“It's frankly going to be the largest investment Starbucks has ever made in hospitality and our partners.”
“So, it will show up in labor. We've done a really good job of mitigating cost when it comes to pricing this year, and we'll continue to look for those trade-offs in the business to make those investments.”
CNBC’s Kate Rogers sits down with Starbucks COO Mike Grams to discuss the rollout of the company's Green Apron Service initiative, aimed at creating warmer interactions between customers and baristas while maintaining turnaround times of four minutes or fewer for digital and in-store orders.
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