Service Operations Manager

Job Responsibilities

• Responsible for improving operational performance across Global Services functions
• Drive measurable improvements in efficiency, customer experience, and cost-to-serve by optimizing people, processes, and enabling systems
• Partner closely with service leaders, the business units, and IT to align operating models and execution to defined KPIs/SLAs and to ensure the service operation is supported by effective systems, data, and governance
• Identify constraints, handoff issues, rework drivers, and system gaps
• Establish & enforce operating norms (daily/weekly performance reviews, tiered escalation, cross-team prioritization) and translate insights into actionable improvement plans
• Deliver measurable improvements in KPI including response time, resolution speed, first-time fix, utilization, and cost-to-serve
• Maintain a KPI framework aligned to service outcomes; create visibility through dashboards, scorecards, and management reporting
• Identify capacity constraints and workload drivers; recommend staffing models, tiering structures, scheduling improvements, and workload balancing
• Implement leading indicators to proactively manage risk (e.g., aging backlog, parts readiness for scheduled visits, repeat incident rate, escalation volume)
• Own continuous improvement initiatives using Lean/CI tools (value stream mapping, root cause analysis, standard work, visual management, A3, Kaizen, 5 Whys)
• Drive reduction of waste (handoffs, motion, waiting, over processing, rework) and improve flow between teams
• Build scalable process documentation and governance to sustain improvements and minimize drift
• Partner with IT/system owners to evaluate and enhance service enabling tools (e.g., case management/CRM, field service management, knowledge base, parts logistics/ERP, scheduling/dispatch, reporting tools)
• Accelerate adoption: training, SOPs, job aids, change management, and feedback loops to ensure tools support real workflows
• Serve as the “connector” across functions to ensure consistent prioritization and coordinated execution
• Facilitate alignment with Product/Engineering on defect trends, product reliability issues, knowledge gaps, and serviceability improvements
• Own communication plans and stakeholder engagement to ensure changes are understood, adopted, and sustained
• Improve customer experience through better predictability, faster resolution, and fewer repeat events
• Support strategic initiatives related to service transformation, scalability, and recurring revenue readiness

• Bachelors degree required
• Demonstrated success in service operations, technical support, field service, or service supply chain/parts operations (or equivalent combination)
• Proven ability to lead cross-functional processes and system improvements in complex service environments
• Demonstrated ability to lead with curiosity, assess current challenges, define an improved future state, and support the growth and development of others through change
• Demonstrated success with service delivery best practices: triage, escalation, dispatch/scheduling, service logistics, knowledge management, and field execution
• Expertise with service systems and workflows (e.g., CRM/case management, field service tools, ERP/parts systems, knowledge base platforms, reporting/BI)
• Salesforce Preferable
• Proven ability to define, operationalize, and manage KPIs/SLAs with clear accountability and performance routines
• Strong analytical ability: process mapping, metrics interpretation, and turning data into prioritized action
• Ability to influence without authority; strong facilitation, stakeholder management, and communication skills
• Experience supporting complex, uptime-critical customer environments and technical products where service execution impacts customer operations, event schedules, and real-time performance
• Effectively exercise discretion and independent judgment
• The selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy