Strategic Operations Manager for Service

Position Summary

When you work at Daktronics, you'll be part of something amazing. We design, engineer, manufacture, and support bold, eye-catching digital LED display technology and audio systems.

Our products bring excitement to professional, college and high school games. They attract customers for businesses around the world, and even provide direction for people as they travel, work, and play.

As part of the Daktronics team, you'll have interesting, impactful work with flexible opportunities. You can learn and grow at a company that provides competitive compensation and meaningful benefits -- and the people are second to none.

Why this Role Matters

Service is where customer trust is earned. In this role, you will help shape how Global Services scales to meet increasingly complex customer needs --- improving the way teams coordinate work, solve problems, use data, and deliver reliable outcomes. This is an opportunity to build the operating model, systems, and service discipline that help customers stay up and running while positioning the organization for long-term growth.

About the Role

We are looking for a strategic, systems-minded operations leader to improve how Global Services delivers support across Service Coordination, Remote Technical Support, On‑Site Technical Support, and Parts & Materials. The Service Operations Manager will define the future-state service operating model, translate strategy into actionable roadmaps, and lead measurable improvements in customer experience, efficiency, scalability, and cost-to-serve.

This role provides direct leadership to the Service Delivery Managers responsible for Service Coordination, Remote Technical Support, and On‑Site Technical Support, ensuring consistent execution, strong leadership routines, and continued development of the service delivery teams.

This is not a traditional contact center environment. Our work is high-mix, low-flow, meaning each situation can vary significantly by customer, product, issue type, urgency, technical complexity, and service path. The right leader will know how to balance standardization with judgment, operational discipline with flexibility, and short-term execution with long-term service design.

What You Will Do

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

To be considered, we require the following:

• 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.
• Effectively exercise discretion and independent judgment.
• 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.

Desired traits

• Lean/Continuous Improvement certification or equivalent practical experience.
• Operational experience with Salesforce Service Cloud, Field Service Lightning, workflow automation, reporting, or system enhancement prioritization.
• Experience with technology-enabled service models, including remote diagnostics, digital support, connected devices/IoT, customer self-service, or predictive support.
• Understanding of field service and remote support economics.
• Experience using governance routines to improve accountability, predictability, adoption, and business outcomes.

Pay and Perks

The typical hiring range for this position is $125,000 to $180,000 annually. Please note that the high end of this pay range is reserved for applicants in high cost of living locations. The actual offer will consider a wide range of factors, including relevant education, experiences, location, and applicable local legislation.

Daktronics is an equal opportunity employer.