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Dutch Bros Coffee · 1 day ago

Senior Director of Operations & Service Excellence

Tempe, AZ

Full-time

Hybrid

Director/Executive

10+ years exp

Dutch Bros Coffee is a fun-loving company that makes a difference one cup at a time. The Senior Director of Operations & Service Excellence is responsible for designing and improving enterprise-wide support services, ensuring exceptional customer outcomes and operational efficiency while modernizing service delivery through technology and automation.

CoffeeFood and BeverageRestaurants

Culture & Values

Responsibilities

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

Qualification

Service operations leadershipOperational transformationsExecutive stakeholder managementBudget ownershipService model consolidationCost optimizationAI enablementAsset managementEffective communicationTeam management

Required

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

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

Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels

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 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

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 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

Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software

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