Strategic Operations Manager

🕒 2 dias atrás

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Daktronics

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1968

🔧 Hardware

⚽ Esportes

🚗 Transporte

Hardware • Sports • Transport

A Daktronics é uma empresa norte-americana especializada no design e fabricação de displays de vídeo em LED e sistemas audiovisuais de ponta. A empresa produz paredes de vídeo em grande formato sob medida, outdoors digitais, placares, centros de mensagens, sistemas de som e softwares de controle, além de oferecer instalação, serviços criativos e suporte global para estádios esportivos, publicidade externa, transporte e mercados empresariais.

Descrição

• 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 • 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 • Improve process, handoffs, and service design • Lead continuous improvement efforts using Lean/CI tools, root cause analysis, standard work, and practical change management • Enable better systems, data, and automation • Influence change across the business

🎯 Requisitos

• 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.

🏖️ Benefícios

• Competitive compensation • Meaningful benefits