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Dutch Bros Coffee · 1 day ago

Senior Director of Operations & Service Excellence

1930 W Rio Salado Pkwy Tempe AZ 85281

Full-time

Hybrid

Director/Executive

10+ years exp

Dutch Bros Coffee is a fun-loving company that aims to make a difference one cup at a time. The Senior Director of Operations & Service Excellence is responsible for designing and improving support services across the organization, ensuring operational performance and customer satisfaction while driving long-term service strategy and efficiency improvements.

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 ownershipExperience in QSR environmentsCost optimizationService model consolidationAI enablementTeam managementCommunication skills