Customer Experience Operational Excellence Specialist

 

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.

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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:

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

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:

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

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

• Support the Customer Experience team by coordinating systems and operational needs
• Monitor all interdepartmental communication channels to flag system enhancements
• Identify and improve inefficient/ineffective/incomplete processes/standards
• Serve as a subject matter expert to create proactive solutions to improve the support agent experience
• 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

Support training needs:

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

Job Qualifications

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

Competencies

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

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

• 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)

Compensation:

$25.85 - $29.97

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

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