Senior Director of Technology Operations & Service Excellence

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 Technology 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

Location Requirement: 
This role is located in Tempe, Arizona. This position is required to be in office 4 days per week (Mon-Thurs); Fridays are optional remote work days.

Key Result Areas (KRAs):

Service Reliability & Experience

• 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

Operational Efficiency & Scale

• 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

Business Enablement

• 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

Financial Stewardship

• Optimize technology purchasing through strategic sourcing, vendor consolidation, and contrac