Senior Director of Technology Operations & Service Excellence

Dutch Bros Coffee•Tempe, AZ

11d•Onsite

About The Position

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.

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: 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
HR Operations L1/L2 Support: 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
Service Model Consolidation & Transformation: 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
Service Technology Stack Ownership (Including AI Enablement): 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
Technology Purchasing & Asset Management: 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