Senior Director of Operations & Service Excellence
Dutch Bros Coffee
Tempe, AZ
It's fun to work in a company where people truly believe in what they are doing. At Dutch Bros Coffee, we are more than just a coffee company. We are a fun-loving, mind-blowing company that makes a difference one cup at a time. Position Overview The Senior Director of Operations & Service Excellence is a senior leadership role accountable for designing, delivering, and continuously improving enterprise-wide support services across Dutch Bros’ field operations and corporate environments. This role owns the end-to-end service experience for technology support, HR Operations services, and enterprise technology purchasing, ensuring reliability, scalability, and exceptional customer outcomes. Operating at the intersection of Technology, HR, Finance, and Operations, this leader will transform fragmented support functions into a unified, data-driven service organization. The role is responsible not only for day-to-day operational performance, but also for defining the long-term service strategy, maturity roadmap, and operating model required to support a fast-growing business. This role is accountable for modernizing service delivery through responsible adoption of automation and AI, ensuring technology augments human capability while delivering measurable operational and financial outcomes. Success in this role requires a leader who can balance operational rigor, financial discipline, and human-centered service design, while driving immediate, material improvements in service quality and efficiency. Job Qualifications
- 10+ years leading large-scale service operations, shared services, or enterprise support organizations
- Experience supporting distributed, frontline-heavy environments (QSR, retail, hospitality, logistics, or similar)
- Proven success leading operational transformations and service consolidations
- Executive-level stakeholder management across Technology, HR, Finance, and Operations
- Budget ownership with demonstrated cost optimization and financial governance
- Experience managing internal teams and external managed service providers
- Achieve and sustain CSAT ≥ 90% and/or top-quartile NPS across QSR and corporate support channels
- Meet or exceed SLA/OLA targets for incident and request resolution across all service domains
- Reduce repeat incidents and chronic issues by implementing structured problem management and root cause remediation
- Ensure consistent service quality across field locations through standardized workflows and escalation models
- Serve as executive owner for major incident response, post-incident reviews, and corrective action plans
- Consolidate technology and HR L1/L2 support into a single, unified service operating model
- Reduce cost per ticket year-over-year while improving first-contact resolution rates
- Increase self-service and automation adoption (knowledge base, virtual agents, workflows) to deflect low-value demand
- Standardize service processes, tooling, and metrics across all support teams and vendors
- Improve workforce management through demand forecasting, capacity planning, and skills-based routing
- Minimize operational downtime and service disruptions impacting field locations
- Improve average time-to-resolution for high-impact issues affecting revenue and customer experience
- Align service offerings and priorities with business growth, seasonal demand, and store expansion
- Increase employee productivity by simplifying support access and reducing friction in service delivery
- Act as a trusted operational partner to Technology, HR, and Operations leadership
- Optimize technology purchasing through strategic sourcing, vendor consolidation, and contract negotiation
- Improve asset lifecycle management, including procurement, deployment, refresh, and disposition
- Deliver measurable cost savings and spend transparency without degrading service quality
- Maintain budget predictability and financial governance across service operations
- Establish vendor performance scorecards tied to cost, quality, and service outcomes
- Provide executive leadership for a high-volume, mission-critical Service Desk supporting geographically distributed Dutch Bros’ locations and corporate teams
- Ensure 24x7 operational reliability, incident responsiveness, and service continuity
- Own incident, request, change, problem, and knowledge management processes
- Serve as the executive escalation point for critical outages and service-impacting events
- Lead L1/L2 HR Operations support, including employee lifecycle inquiries, HR systems support, and case management
- Partner with HR leadership to ensure services are compliant, consistent, and employee-centric
- Define clear handoffs and escalation paths between HR Ops, Technology, and other departments
- Consolidate multiple service desks and support functions into a unified enterprise service model
- Standardize workflows, tooling, metrics, and governance across all support domains
- Drive adoption of enterprise service management (ESM) practices
- Own the end-to-end service technology stack, including ITSM/ESM platforms, self-service, automation, analytics, and AI-enabled capabilities
- Define and execute the service tooling and AI enablement strategy, leading evaluation, implementation, and optimization of AI-driven capabilities to improve efficiency, experience, and scalability
- Establish governance and partnerships to ensure secure, responsible AI adoption and measurable value realization through improved resolution times, cost efficiency, and service quality
- Own enterprise technology purchasing strategy, including sourcing, vendor selection, and contract negotiation
- Establish asset lifecycle management practices (hardware and software) from procurement through disposition
- Ensure spend transparency, cost controls, and alignment with enterprise standards
- In-Office Environment:Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions
- Must be able to collaborate in-person with occasional impromptu in-person meetings
- Office Conditions:Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels
- Mobility: Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches. Must be able to occasionally move or lift office items up to 25 pounds
- Hearing Requirements:Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed.
- Reading and Writing Proficiency:Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-related tasks effectively.
- Vision Requirements:Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed.
- Technology Proficiency:Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software.
- Effective Communication:Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools.
Posted 2026-01-13
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