Strategic Operations Manager for Service

About the role

The role is critical in shaping how Global Services scales to meet increasingly complex customer needs. It involves improving the way teams coordinate work, solve problems, use data, and deliver reliable outcomes.

Responsibilities

• Lead service delivery manager and team execution.
• Lead, coach, and develop the Service Delivery Managers responsible for Service Coordination, Remote Technical Support, and On-Site Technical Support.
• Establish clear expectations, leadership cadences, performance routines, and accountability for service delivery outcomes.
• Ensure day-to-day service execution remains aligned with customer needs, operational priorities, and long-term service transformation goals.
• Lead strategy, roadmap, and transformation.
• Define and advance the future-state operating model for end-to-end service delivery across coordination, remote support, on-site support, and parts/materials.
• Translate strategic priorities into roadmaps, operating cadences, governance routines, and cross-functional improvement plans.
• Lead initiatives that improve response time, resolution speed, first-time fix, utilization, customer predictability, and cost-to-serve.
• Identify where standardization, automation, data quality, knowledge management, or service design can help the organization scale.
• Build performance discipline and operational visibility.
• Manage KPI/SLA frameworks, dashboards, scorecards, and operating reviews that create visibility and accountability.
• Identify workload drivers, capacity constraints, and service risks; recommend staffing, scheduling, tiering, and workload-balancing improvements.
• Use leading indicators such as aging backlog, repeat incidents, escalation volume, parts readiness, and field productivity to proactively manage performance.
• Improve process, handoffs, and service design.
• Lead continuous improvement efforts using Lean/CI tools, root cause analysis, standard work, and practical change management.
• Reduce friction across handoffs, rework, waiting, escalation paths, and service logistics.
• Build scalable process documentation and governance that sustains improvements without adding unnecessary complexity.
• Enable better systems, data, and automation.
• Partner with IT and system owners to improve service-enabling tools, including CRM/case management, field service, knowledge, ERP/parts, scheduling, and reporting platforms.
• Translate operational needs into system requirements, data needs, workflow improvements, and adoption plans.
• Advance automation, reporting, and digital service capabilities that reduce manual effort and improve decision-making.
• Influence change across the business.
• Align leaders across service, business units, product, engineering, IT, and supply chain around shared priorities and clear tradeoffs.
• Connect service trends to product reliability, serviceability, knowledge gaps, and customer experience improvements.
• Lead communication and change adoption so teams understand the "why," adopt new ways of working, and sustain results.

Qualifications

• Bachelor’s degree required.
• Demonstrated success leading service operations, technical support, field service, service logistics, or operational transformation in a complex environment.
• Proven ability to define a vision, build an actionable roadmap, and lead cross-functional execution through measurable results.
• Strong systems thinking across people, process, data, technology, customer expectations, and financial outcomes.
• Ability to build business cases, quantify value, prioritize competing opportunities, and communicate recommendations clearly.
• Experience defining and managing KPIs/SLAs, operating reviews, capacity plans, and performance routines.
• Strong analytical problem-solving skills, including process mapping, root cause analysis, metrics interpretation, and opportunity sizing.
• Experience with service systems and workflows such as CRM/case management, field service tools, ERP/parts systems, knowledge platforms, reporting/BI, and workflow automation.
• Strong facilitation, stakeholder management, and communication skills, with the ability to influence without formal authority.
• Experience supporting complex, uptime-critical customer environments where service execution impacts customer operations, schedules, or real-time performance.
• The selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy to begin and maintain employment.
• Fluent in English, written and verbal.
• Applicants must be 18 years of age or older.
• Daktronics does not sponsor, renew, or extend immigration visas for this position.