Senior Director of Operations & Service Excellence
About The Position
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.
Requirements
- 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
Responsibilities
- Service Desk & Support Operations
- HR Operations L1/L2 Support
- Service Model Consolidation & Transformation
- Service Technology Stack Ownership (Including AI Enablement)
- Technology Purchasing & Asset Management
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
