Senior Product Manager - CE Tools

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 Dutch Bros is seeking a highly motivated and experienced Senior Technical Product Manager to join a dynamic and growing Product team. Acting as the customer and Broista advocate you will work closely with cross-functional stakeholders to define and prioritize features with the mission of providing a best-in-class experience for our customers, Broistas, and everyone who engages with our brand. This role will assume the responsibility for the strategic value, usability, and performance of one or more technology platforms focused on enhancing customer touchpoints through support solutions that deliver a truly Dutch Experience to our customers. These solutions could include Call Automation & Workflow Optimization, AI Chatbots, CRM Integration, Data Analytics, as well as integrations between other customer impacting systems. As the Senior Technical Product Manager of Customer Experience (CE) Technology, you will serve as a team leader, problem solver, mentor, and subject matter expert on relevant Systems in a new and growing team with the ability to help shape the future of the Product team at Dutch Bros. Key Result Areas Introduce products that provide best-in-class customer experience and help drive Broista satisfaction: Gain clear understanding of organizational priorities and lead efforts in defining product vision, goals, and strategic roadmaps across your product domain. Collect, analyze and prioritize feedback from customers, stakeholders and other teams to shape requirements, features and end products Effectively manage expectations by partnering closely with customer experience, marketing, operations and technical teams to ensure that all perspectives are heard, and product decisions, deliverables and timelines are proactively communicated. Act as a technology steward and develop deep technology understanding by working closely with development teams to provide guidance, clarification, and support throughout the product development lifecycle.. Collaborate with user experience (UX) designers and usability experts to ensure that IT solutions provide an intuitive and user-friendly experience for our broistas and digital customers. Lead innovation by gathering market research and competitive analysis to identify emerging trends, assess industry competition, and recommend strategies for maintaining a competitive edge in the QSR space. Lead delivery and execution of the Product roadmap: Plan and coordinate all aspects of product releases, including new product and feature rollouts, bug fixes, and system enhancements, ensuring smooth transitions and minimal disruption to end-users. Work with cross functional teams to develop release strategy – inclusive of implementation plans, training materials and release notes for new releases, features, and functionality Collaborate with stakeholders to define test plans, conduct user acceptance testing, and gather feedback to refine product features and ensure high-quality deliverables. Oversee definition of and report on key performance indicators (KPIs) and metrics to monitor the effectiveness and adoption of technical solutions. Produce and maintain documentation related to managed systems including roadmaps, SLA targets, knowledge base articles, features, releases, data flows, functional specification, troubleshooting, support, training, etc to be consumed by internal teams Serve as the primary contact for vendor partners including engagement between partners and stakeholders, escalation of support issues, and collaborating to resolve technical issues Foster a culture of collaboration and continuous improvement by evangelizing guiding principles, best practices and strategies for a growing Product team: Mentor and collaborate with the Product team to develop the competency of technical products. Guide junior team members in strategy, alignment, analysis, and execution tasks Participate in development of Dutch Bros product management framework, emphasizing transparency, expectation management, continuous improvement, and efficient operating model of the Product team Contribute to learning activities around modern agile design and development core practices Actively participate and lead in talent acquisition, development, and retention activities in support of the team Work with the cross-functional teams to continuously assess progress, disseminate lessons learned, and understand next steps to foster a fail-safe environment for all Other duties as assigned Job Qualifications Minimum of 8 years of experience in the QSR, Retail, or Technology industry required, preferably with experience in digital products 3-5 of the required years specifically Product Management experience using Agile/Scrum methodology, required Bachelor’s Degree in a Related Field (Business, Business Information Systems, Information Technology, Marketing, etc.), preferred. Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. Expertise in product management, and product and software development life cycles, with experience leading product strategy discussions with stakeholders Understanding of product strategy development and roadmapping tools. Experience with market research tools and techniques. Strong analytical and problem-solving skills, with the ability to translate business needs into actionable product requirements, while also condensing complex technical concepts into non-technical language for stakeholders. Knowledge of data analysis and reporting tools. Experience working with Customer Experience stakeholders in development of holistic strategy to reduce headcount, lower cost per ticket, improve handle time, and increase CSAT, preferred. Experience working with Customer Experience solutions such as AI Chatbots, Call Automation & Workflow Optimization, IVR/IVA solutions, CRM Integration, Data Analytics. Experience with UI / UX design, and tools such as G Suite, JIRA, Mural, Monday.com, preferred Experience overseeing product releases for in-house and SaaS solutions, preferred Certifications in product management are a plus 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 Compensation: $122,875.20 - $159,282.67 If you like wild growth and working in a unique and fun environment, surrounded by positive community, you’ll enjoy your career with us! Dutch Bros is a fun-loving, mind blowing company that makes a massive difference one cup at a time. We may sell coffee, but we’re in the relationship business. We’re looking for people who want to have fun, make connections and have a positive influence on communities.