Customer Experience Operational Excellence Specialist

Being part of the Dutch Family

You are adaptable, a servant leader, and community-minded. You view yourself as an unfinished product on the constant pursuit of personal and professional development. We rely on our people to uphold our core values of speed, quality, and service to protect our culture and ensure our growth remains limitless!

Dutch Bros mission statement

We are a fun-loving, mind-blowing company that makes a massive difference one cup at a time.

Who we are

Dutch Bros puts people first in everything we do. Joining our team gives you the opportunity to build a compelling future while making a massive difference in the lives of our customers and communities.

We love people and we love OUR people! Here’s what we offer

Here at Dutch Bros, we want our employees to feel valued, and we recognize there's more to value than a salary. The following benefits and perks were hand-picked to cater to our diverse employee base:

• Education Benefit Program
• Paid Parental Leave
• Office perks, such as hi-lo desks, snacks provided daily, casual dress code, and an in-house coffee bar with a dedicated Broista
• Paid Sick Days
• Vacation/Floating Holidays/Paid Time Off
• Paid Volunteer Days
• Various employee discounts
• Medical/Dental/Vision/Short Term Disability/Life insurances
• 401(k) plan with employer match after one year of employment
• Flexible Schedule

Position Overview

The Customer Experience Operational Excellence Specialist supports various department initiatives and business functions. This role brings collaborative and detail-oriented support to the customer experience and social engagement teams and leads the development and execution of strategies to enhance system efficiencies, technological needs, and operational functions. The Customer Experience Operational Excellence Specialist works closely with the Customer Success and Support teams to drive projects, manage requests and training, and serves as a liaison to support managers and other departments. They understand support operations and can identify areas for improvement by leveraging proactive solutions to enhance the customer experience.

Key Result Areas (KRAs)

Responsible for identifying and coordinating proactive solutions for the support team:

• Identify areas of improvement, pain points, and team needs
• Ensure processes are documented and maintained as solutions are determined
• Monitor the effectiveness of solutions post-implementation to determine success
• Manage customer success requests - coordinate and track the process of requests by working with key players to move projects along
• Manage requests that come in via the team email address ensuring emails are responded to in a timely manner
• Ensure all content aligns with company-wide procedures and processes
• Understand CE and SE support and system operations
• Collaborate with the Customer Experience team and other departments to identify content needs and improvements
• Collaborate with managers and stakeholders to identify problems deserving attention and strategize proactive solutions

Responsible for creating workflows and processes between the customer support and system teams:

• Work closely with CE leadership to process their system, content, and reporting needs
• Support the development of Customer Experience operational strategies involving knowledge base content, technological systems, and customer communications
• Serve as a subject matter expert to create proactive solutions to improve the support agent experience
• Identify and improve inefficient/ineffective/incomplete processes/standards
• Support the Customer Experience team by coordinating systems and operational needs
• Monitor all interdepartmental communication channels to flag system enhancements

Support training needs:

• Support training duties as assigned
• Support new operator training
• Participate in routine agent shadowing to stay up to date on current support agent workflows
• Coordinate training requests and scheduling
• Partner with support managers to ensure training needs are fulfilled - cross-training, onboarding, micro-training
• Answer support tickets to understand the agent experience and identify opportunities to improve workflows

Job Qualifications

• Must have strong people skills to tactfully deliver constructive feedback and deliver workflow improvement suggestions
• Demonstrated ability to complete multiple tasks with tight deadlines
• Proficient in tools such as Zendesk, Google Suite, project management platforms, and a Knowledge Base
• Self-starter who possesses exceptional time management skills and has great attention to detail
• Excellent communication and interpersonal skills- the ability to create positive and professional business relationships with other teams
• Ability to collaborate with cross-functional departments
• Ability to solve difficult problems with effective solutions
• Customer service background
• Seeks out partnerships through cross-functional networking - focuses on common organizational needs with subject matter experts and stakeholders
• Bachelor’s Degree in an applicable focus area or equivalent combination of education and experience

Competencies

• Adaptable
• Communication
• Functional and Tech. Expertise
• Collaborative
• Initiative
• Effective Prioritization

Physical Requirements

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

*This position is eligible for remote work within any state Dutch Bros currently resides in (AL, AZ, CA, CO, ID, KS, KY, MO, NM, NV, OK, OR, TN, TX, UT, and WA)