Strategic Operations Manager
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Job Description
Strategic Operations Manager enhancing service delivery for Daktronics. Leading initiatives that improve customer experience and operational efficiency in a dynamic environment.
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.
- 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.
- Manage KPI/SLA frameworks, dashboards, scorecards, and operating reviews that create visibility and accountability.
- Improve process, handoffs, and service design using Lean/CI tools, root cause analysis, and practical change management.
- Partner with IT and system owners to improve service-enabling tools, translating operational needs into system requirements, data needs, and workflow improvements.
- Align leaders across service, business units, product, engineering, IT, and supply chain around shared priorities and clear tradeoffs.
Requirements:
- 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.
- Fluent in English, written and verbal.
Benefits:
- Competitive compensation
- Meaningful benefits
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