At Dutch Bros Coffee, the business problem is to manage the full Zendesk product lifecycle, drive automation, AI capabilities, and workflow improvements, and deliver integrations that align with operational and business objectives.
Requirements
- 4+ years of experience in product management, platform ownership, or administration of enterprise SaaS platforms, with at least 3 years dedicated to Zendesk administration and optimization.
- Proven track record of managing product roadmaps, gathering requirements, and delivering platform enhancements in complex enterprise environments.
- Strong understanding of ITSM processes, internal technology service delivery, and operational support models.
- Experience with vendor engagement and partnership for platform enhancements, support escalations, and roadmap planning.
- Familiarity with automation, AI-enabled routing, bots, and workflow design within Zendesk or similar platforms.
- Zendesk Administrator or Advanced Administrator certification preferred.
- Familiarity with integrating Zendesk to enterprise systems via native connectors, middleware, or APIs.
Responsibilities
- Develop and maintain the Zendesk roadmap, ensuring alignment with Technology and operational goals, and communicating updates to stakeholders.
- Manage configurations, workflows, triggers, automations, AI routing, and knowledge base content to maximize platform performance.
- Build and maintain dashboards and reports to measure KPIs, identify trends, and support data-driven decision-making.
- Design, implement, and refine automation and AI solutions to streamline ticket handling, improve self-service adoption, and reduce resolution times.
- Support and enhance integrations with enterprise systems, ensuring seamless data flow and scalability for future needs.
- Lead initiatives such as instance consolidation, omnichannel rollout, or ticket form redesign, delivering projects on time and within scope.
- Partner with Technology, operations, and other business units to gather requirements, design solutions, and ensure adoption of platform enhancements.
Other
- Must be able to collaborate in-person with occasional impromptu in-person meetings
- Ability to work in a busy, crowded, and loud office with frequent distractions and interruptions
- Must be able to sit, stand, reach, twist, stretch, and work at a desk for long stretches.
- Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls.
- Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions.
