Dutch Bros. Coffee
• $70K — $95K *Qualifications
Responsibilities
Benefits
Position Overview:
At Dutch Bros, we believe great technology should be simple, intuitive, and enable our crews to focus on what matters most—creating amazing experiences for our customers.As an Employee Experience Engineer, you'll help shape how employees interact with technology by simplifying processes, improving self-service, and designing intelligent experiences powered by AI and automation. This role sits at the intersection of technology, operations, and employee experience. You'll analyze how employees work, identify friction points, and partner across the business to build scalable solutions that reduce effort, improve productivity, and continuously elevate the technology experience. Whether it's streamlining onboarding, improving software requests, building AI-powered workflows, maturing our knowledge base, or creating an intuitive service catalog, you'll play a key role in transforming how Technology Operations supports the business.
Job Qualifications:
Bachelor’s degree in a relevant field (business, finance, economics, computer science, data science, etc.) preferred.
3+ years of experience
Experience with IT Service Management platforms such as Zendesk, ServiceNow, Freshservice, Jira Service Management, or similar.
Experience building workflows, automation, integrations, or low-code solutions.
Experience managing or improving knowledge bases and service catalogs.
Familiarity with AI technologies including copilots, virtual agents, prompt engineering, or intelligent automation.
Strong analytical, problem-solving, and process improvement skills.
Excellent communication and collaboration skills with both technical and business teams.
Passion for creating exceptional employee experiences through technology.
Location Requirement:
This role is located in Tempe, Arizona. This position is required to be in office 4 days per week (Mon-Thurs); Fridays are optional remote work days.
Key Result Areas (KRAs):
Employee Experience
Design technology experiences that are simple, intuitive, and employee-focused.
Analyze employee journeys to identify opportunities to eliminate friction.
Partner with stakeholders to continuously improve how employees access technology and services.
Champion a culture of continuous improvement and service excellence.
AI & Intelligent Automation
Identify opportunities to automate repetitive work using AI and workflow automation.
Design and implement intelligent workflows that improve speed, consistency, and employee satisfaction.
Support AI-powered assistants, self-service capabilities, and digital experiences.
Evaluate emerging AI technologies and recommend practical business use cases.
Knowledge & Service Catalog
Own the strategy, governance, and continuous improvement of the Technology Operations knowledge base.
Ensure knowledge is accurate, searchable, and optimized for both employees and AI.
Design and mature a modern service catalog that simplifies requesting technology services.
Partner with service owners to create clear, standardized service offerings.
Process Engineering & Service Design
Review existing operational processes and redesign them for scalability.
Reduce manual work through automation and intelligent workflow design.
Standardize employee lifecycle processes across Technology Operations.
Help create repeatable, measurable service experiences.
Analytics & Continuous Improvement
Measure adoption of AI, automation, self-service, knowledge, and catalog experiences.
Analyze support trends and employee feedback to prioritize improvements.
Define success metrics and demonstrate business value from automation initiatives.
Continuously identify opportunities to improve efficiency and employee satisfaction.
Skills:
Employee Experience
Self-Service Adoption
AI & Automation Utilization
Knowledge Quality & Adoption
Service Catalog Maturity
Reduction in Manual Processes
Employee Effort Score
Operational Efficiency
Service Quality & Consistency
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
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