Director Of Technology Operations And Service Excellence

Director Of Technology Operations

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 Director of Technology Operations is a strategic and hands-on technology leader responsible for ensuring the performance, security, and reliability of all technology systems across headquarters, shop locations, and guest-facing platforms. This role owns IT Service Management (ITSM) processes, oversees the help desk, leads proactive technology monitoring, and ensures exceptional service delivery. A core mandate is to design, implement, and manage automation across IT operations—reducing manual effort, increasing speed to resolution, and improving service quality. This leader will also develop, track, and analyze comprehensive KPIs to drive data-driven decision making, identify trends, benchmark against QSR industry standards, and execute targeted improvements that enhance operational performance and guest experience.

Job Qualifications And Skills

Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred). 8+ years of IT operations leadership, with a proven track record of driving automation and KPI-based operational strategies. Hands-on experience with ITSM platforms (ServiceNow, Zendesk, Freshservice) and workflow automation tools. Background in QSR, retail, or hospitality technology strongly preferred.

Technical Skills

• Strong expertise in automation for service management, monitoring, and infrastructure (e.g., ServiceNow Orchestration, Ansible, Puppet, scripting).
• Proficient in creating and maintaining real-time operational dashboards.
• Deep understanding of POS, KDS, payment systems, networking, and cloud services.
• Advanced skills in data analysis, visualization, and business intelligence tools.

Leadership & Soft Skills

• Exceptional ability to translate KPI data into actionable operational improvements.
• Strategic thinker with a passion for measurable results.
• Excellent communication and leadership skills, with the ability to influence across all levels.

Physical Requirements

• Occasionally move or lift office items.
• Must be able to work in an office environment.
• Must be able to communicate in an effective manner to perform job duties.
• Vision must be good or corrected in order to perform essential job duties.
• Hearing must be good or corrected in order to have the ability to understand information to perform essential job duties.
• Ability to read and write in English in order to process paperwork and follow up on any actions necessary.
• Constantly operates a computer and other office productivity machinery, such as calculators, copy machines, computers, and office equipment.

Key Result Areas

ITSM Ownership, Help Desk and Service Excellence

• Lead and mature the ITSM framework (incident, problem, change, request management) with automation-first design principles.
• Implement automated workflows for ticket routing, escalation, and resolution to improve speed and consistency.
• Lead and manage the corporate and field help desk teams, ensuring 24/7 coverage for critical restaurant operations.
• Implement service tiers and escalation protocols to ensure issues are resolved at the lowest possible level and within SLA.
• Integrate automation into help desk workflows for ticket routing, escalation, and resolution.
• Maintain a comprehensive knowledge base and self-service portal to reduce ticket volume and improve first-contact resolution rates.
• Establish and track help desk KPIs (e.g., MTTR, first-contact resolution rate, CSAT) and use data to drive performance improvements.
• Regularly review ticket trends to identify root causes and collaborate with technical teams on permanent fixes.
• Train help desk staff on customer service best practices, troubleshooting, and system knowledge to ensure high service quality.
• Benchmark help desk performance against industry standards to ensure competitive service delivery.

KPI Development & Data-Driven Decision Making

• Define a comprehensive KPI framework for Technology operations, help desk performance, and system reliability.
• Continuously collect, analyze, and report KPI data to identify patterns, bottlenecks, and opportunities for automation.
• Create operational dashboards with real-time metrics for leadership visibility and field-level insights.
• Use KPI insights to prioritize projects, allocate resources, and guide vendor negotiations.
• Benchmark service levels against QSR and retail technology industry standards and develop gap-closing action plans.

Technology Optimization, Monitoring & Reliability

• Collaborate with cross-functional teams to ensure guest-facing tech (mobile ordering, kiosks, loyalty, digital menu boards) operates at peak performance.
• Automate store technology deployment and configuration to reduce setup times and human error.
• Deploy proactive monitoring systems for POS, KDS, payment terminals, Wi-Fi, digital signage, and guest-facing applications.
• Integrate automation into monitoring alerts for self-healing actions where possible.
• Maintain high system uptime and proactively address issues before they impact business operations.

Strategic Leadership, Planning & Vendor Management

• Lead and mentor Technology Operations and support teams, embedding a culture of data-driven thinking and continuous improvement.
• Train staff on KPI interpretation, automation tools, and service excellence standards.
• Encourage cross-functional collaboration to break down silos between Technology, Operations, and Digital.
• Partner with technology leadership to align automation and KPI-driven strategies with long-term business growth.
• Use performance and cost-per-transaction data to guide vendor performance reviews and contract negotiations.
• Evaluate and implement emerging automation technologies to keep the brand ahead of operational challenges.

Compensation: DOE

If you like wild growth and working in a unique and fun environment, surrounded by positive community, you'll enjoy your career with us!