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 Regional Technology Partner serves as the strategic technology partner for an assigned region, ensuring technology enables an exceptional employee and shop experience. This role bridges Technology Operations, Service Excellence, and business leadership by providing 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—understanding operational priorities, identifying technology improvement opportunities, and partnering across IT to deliver reliable, scalable, and user-focused solutions.
This position plays a critical role in improving the employee experience through proactive support, AI-enabled service improvements, knowledge management, automation opportunities, and data-driven decision making while serving as the regional escalation point for complex technology issues.
Job Qualifications:
Required Experience:
- 3+ years of progressive technical experience in an enterprise IT operations or Tier 2/3 service desk role, with proven experience acting as an escalation point for complex endpoint and identity issues.
- Hands-on experience implementing AI agent-based automation, or self-service tools in enterprise environments to reduce support friction.
- Executive & VIP Support presence, with the communication skills necessary to interface directly with senior leaders while translating complex technical issues into actionable solutions.
- AV & Shop Technology Familiarity, including basic operational knowledge of shop audio systems nationwide and general familiarity with corporate office conference room tech (e.g., Teams/Zoom Rooms) to assist Level 1 support.
- Willingness to travel up to 40% nationwide to retail shops to assist with complex troubleshooting, staff training, and hardware/equipment implementations.
- ITSM & Problem Management Accountability, including root-cause analysis, ticket SLA attainment, and authoring knowledge base articles/runbooks.
Location Requirement:This role is based in Melissa, TX, and requires an onsite presence five days per week, Monday through Friday. Approximately 40% travel is expected, based on business needs.
Key Result Areas (KRAs):
Regional Partnership & Business Engagement
- 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 proactively align technology support with operational needs.
- Participate in regional planning activities, new shop openings, relocations, remodels, and special initiatives.
- Communicates Technology roadmaps, service improvements, planned maintenance, policies, and standard operational practices clearly to regional leaders and stakeholders to ensure technology alignment.
- Supervision & Execution: Execute day-to-day regional technology tasks, deployments, and escalations under the direct supervision and operational guidance of Technology Operations and Service Excellence leadership.
- Operational Targets: Focus on achieving key regional performance metrics, SLA targets, and first-contact resolution goals across assigned region.
- Policy & Practice Communication: Articulate standard IT facts, security policies, and operational practices clearly to shop employees, leadership, and non-technical stakeholders to drive compliance and proper tool adoption.
Technology Operations & Service Excellence
- Serve as the Tier 2 regional technology partner for complex or business-critical issues, coordinating resolution across support, engineering, infrastructure, and vendor teams.
- Coordinate resolution of escalated incidents across Service Desk, Engineering, Infrastructure, Security, and third-party vendors.
- Ensure critical technology issues receive appropriate prioritization and follow-through.
- Identify recurring support trends and partner with centralized teams to eliminate root causes.
- Drive adoption of standardized support processes and operational best practices.
- Works under direct oversight to consistently achieve regional operational targets, ticket resolution SLAs, and endpoint health metrics.
- Capture recurring issues and convert them into knowledge articles, training materials, and self-service content.
AI, Automation & Continuous Improvement
- 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 improvements to workflows, support models, and operational processes based on regional insights.
- Champion innovation that improves employee productivity and customer experience.
Skills:
- Knowledge Management
- Coaching and Mentoring
- Improve the Digital Employee Experience by reducing technology friction and increasing first-contact resolution.
- Continuous Process Improvement
Physical Requirements:
- In-Office Environment: Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions
- Must be able to collaborate in-person with occasional impromptu in-person meetings
- Office Conditions: Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels
- Mobility: Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches. Must be able to occasionally move or lift office items up to 25 pounds
- Hearing Requirements: Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed.
- Reading and Writing Proficiency: Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-related tasks effectively.
- Vision Requirements: Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed.
- Technology Proficiency: Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software.
- Effective Communication: Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools.
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!
