Strategic Operations Manager

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Daktronics

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1968

🔧 Hardware

⚽ Sports

🚗 Transport

Hardware • Sports • Transport

Daktronics is a U. S. -based designer and manufacturer of industry-leading LED video displays and audiovisual systems. The company produces large-format custom video walls, digital billboards, scoreboards, message centers, sound systems, and control software, and provides installation, creative services, and global support for sports venues, out-of-home advertising, transportation, and business markets.

📋 Description

• 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