Regional Technology Partner

Dutch Bros Coffee•Phoenix, AZ

4d•Hybrid

About The Position

The Regional Technology Partner serves as the strategic technology partner for an assigned region, helping ensure technology enables an exceptional employee and shop experience. The role bridges Technology Operations, Service Excellence, and business leadership through proactive regional engagement, operational support, and continuous service improvement. The Regional Technology Partner acts as a trusted advisor to Area Regional Vice Presidents and business leaders by understanding operational priorities, identifying opportunities to improve technology, and coordinating across IT to deliver reliable, scalable, user-focused solutions. The position supports employee experience through proactive support, AI-enabled service improvements, knowledge management, automation, and data-driven decision-making, while serving as the regional escalation point for complex technology issues. The role is based in Tempe, Arizona, and requires working in the office four days per week, Monday through Thursday; Fridays are optional remote work days. It involves up to 40% nationwide travel to retail shops for complex troubleshooting, staff training, and hardware or equipment implementations. Day-to-day regional tasks, deployments, and escalations are performed under the direct supervision and operational guidance of Technology Operations and Service Excellence leadership.

Requirements

At least 3 years of progressive technical experience in enterprise IT operations or a Tier 2/3 service desk role.
Proven experience serving as an escalation point for complex endpoint and identity issues.
Hands-on experience implementing AI/ML workflows, agent-based automation, or self-service tools in enterprise environments to reduce support friction.
Experience administering Microsoft 365, Entra ID (Azure AD), Okta, Microsoft Intune, and JAMF Pro.
Executive and VIP support presence, with communication skills to work directly with senior leaders and translate complex technical issues into actionable solutions.
Basic operational knowledge of shop audio systems nationwide and general familiarity with corporate office conference room technology, such as Teams/Zoom Rooms, to assist Level 1 support.
Experience with device lifecycle and large-scale deployments using zero-touch staging platforms such as Windows Autopilot and Apple Business Manager.
Willingness to travel up to 40% nationwide to retail shops.
ITSM and problem-management accountability, including root-cause analysis, ticket SLA attainment, and authoring knowledge base articles or runbooks.
Skills in knowledge management, coaching and mentoring, continuous process improvement, project management, strategic communication, and change leadership.
Ability to improve the digital employee experience by reducing technology friction and increasing first-contact resolution.
Ability to work in a busy, crowded, loud office with frequent distractions and interruptions, and to collaborate in person, including occasional impromptu meetings.
Ability to sit, stand, reach, twist, stretch, work at a desk for extended periods, and occasionally move or lift office items weighing up to 25 pounds.
Hearing sufficient or correctable to understand spoken information and participate in virtual meetings and phone calls.
Ability to read and write in English, including processing documents, drafting reports, and following up on actions.
Vision sufficient or correctable to perform essential duties, including reading computer-screen documents and using visual tools.
Proficiency operating a computer and office productivity tools such as printers, scanners, and collaboration software.
Strong verbal and written communication skills for interacting with team members, clients, and stakeholders through email, video conferencing, and other office communication tools.
Ability to work in the Tempe, Arizona office four days per week, Monday through Thursday.

Nice To Haves

Bachelor's or associate degree in computer science, Information Technology, or a related technical discipline.
Active industry certifications such as Microsoft MD-102, SC-300, or AZ-104; JAMF Certified Associate/Tech; CompTIA Network+; or Cisco ECMS1.
Basic understanding of Cisco Meraki, LAN/WAN, and Wi-Fi troubleshooting in multi-unit retail, restaurant, or high-volume enterprise environments.

Responsibilities

Build trusted relationships with Area Regional Vice Presidents, shop leadership, and corporate partners.
Serve as the primary regional technology liaison between shops and the Technology Department.
Identify coaching and training opportunities for shop leaders and employees.
Understand business priorities and align technology support proactively with operational needs.
Participate in regional planning, new shop openings, relocations, remodels, and special initiatives.
Communicate technology roadmaps, service improvements, planned maintenance, policies, and standard operational practices to regional leaders and stakeholders.
Execute day-to-day regional technology tasks, deployments, and escalations under the direct supervision and operational guidance of Technology Operations and Service Excellence leadership.
Work toward regional performance metrics, SLA targets, first-contact resolution goals, ticket resolution SLAs, and endpoint health metrics.
Communicate IT facts, security policies, and operational practices to shop employees, leaders, and non-technical stakeholders to encourage compliance and proper tool adoption.
Serve as the Tier 2 regional technology partner for complex or business-critical issues, coordinating resolution across support, engineering, infrastructure, and vendor teams.
Ensure critical technology issues receive appropriate prioritization and follow-through.
Identify recurring support trends and partner with centralized teams to address root causes.
Promote standardized support processes and operational best practices.
Convert recurring issues into knowledge articles, training materials, and self-service content.
Identify opportunities to reduce support demand through automation, AI, self-service, and process improvements.
Partner with AI and Platform Engineering teams to automate repetitive support activities.
Promote digital adoption and self-service capabilities throughout the region.
Recommend workflow, support model, and operational process improvements based on regional insights.
Champion innovation that improves employee productivity and customer experience.
Travel to retail shops nationwide for complex troubleshooting, staff training, and hardware or equipment implementations.