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.

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.

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.

• 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.
• 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.

• 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.