Strategic Operations Manager

Daktronics

Strategic Operations Manager enhancing service delivery for Daktronics. Leading initiatives that improve customer experience and operational efficiency in a dynamic environment.

Posted 6/23/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $125,000 - $180,000 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Competitive compensation
Meaningful benefits

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

service delivery managementoperational transformationKPI managementSLA managementprocess mappingroot cause analysismetrics interpretationworkflow automationdata qualityservice design

Soft Skills

leadershipcoachingcommunicationanalytical problem-solvingstakeholder managementinfluence without authoritysystems thinkingbusiness case developmentprioritizationfacilitation

Certifications

Bachelor's degree