Director Operations Excellence Jobs in Raleigh, NC

Position Summary

The Director of Global Field Operations is responsible for developing and executing a scalable, world-class service and support strategy across TARGAN’s international markets, with a primary focus on North America, Latin America (LATAM), Europe (EU), and Southeast Asia. This role leads both internal field service teams and third-party service partners to ensure consistent, high-quality system performance, customer satisfaction, and operational excellence across diverse geographies.

This leader will oversee all aspects of global field operations, including technical service, system installation and implementation, training, and partner management. The role requires a strong combination of technical expertise, global operational leadership, customer-centric mindset, and the ability to build and scale service infrastructure in emerging and established markets. Commercial poultry production knowledge is highly valued.

Key Job Responsibilities

Global Field Service Strategy & Execution

• Develop and implement a global field operations strategy that supports commercial growth and ensures consistent service delivery across LATAM, EU, and Southeast Asia.
• Build and lead a high-performing, globally distributed field service organization, including both direct employees and third-party service providers.
• Establish regional service models that balance cost efficiency, responsiveness, and quality, leveraging in-country partners where appropriate.

Field Service & Technical Support

• Ensure optimal performance of all deployed TARGAN systems through preventative maintenance, diagnostics, troubleshooting, and proactive customer engagement.
• Standardize service delivery processes, tools, and performance expectations across all regions.
• Monitor global system performance and uptime, driving corrective actions and continuous improvement initiatives.

Installation & Implementation

• Oversee global installation teams and partners responsible for system deployment, commissioning, validation, and customer onboarding.
• Ensure consistent execution of installation standards and timelines across all markets.
• Partner with commercial and project teams to support successful system launches in new countries and regions.

Training & Capability Development

• Develop and implement a global training and certification program for internal technicians and third-party partners.
• Ensure all field personnel are equipped to operate, maintain, diagnose, and repair TARGAN systems to company standards.
• Build regional technical capability to support long-term scalability and reduced reliance on centralized resources.

Third-Party Partner Management

• Establish, manage, and evaluate third-party field service contractors, distributors, and service partners globally.
• Define clear service level agreements (SLAs), performance metrics, and accountability standards for all partners.
• Conduct regular performance reviews and drive continuous improvement across the partner network.

Customer Experience & Relationship Management

• Serve as a senior escalation point for key global customers, ensuring timely resolution of issues and strong relationship management.
• Partner with commercial teams to align service delivery with customer expectations and contractual commitments.
• Use customer feedback and field insights to drive product and service improvements.

Operational Excellence & Governance

• Develop and track KPIs, dashboards, and reporting to measure service performance, cost, and efficiency globally.
• Drive a culture of accountability, safety, compliance, and continuous improvement across all field operations.
• Ensure adherence to regional regulatory, safety, and environmental requirements.

Cross-Functional Collaboration

• Act as a strategic partner to Sales, Veterinary Services, Engineering, Production, R&D, and Supply Chain teams.
• Provide field insights to inform product development, system design improvements, and commercial strategy.
• Support global expansion efforts, including new market entry and infrastructure planning.

Leadership & Team Development

• Lead, mentor, and develop regional leaders, managers, and technical teams.
• Build a strong, unified culture across a geographically dispersed organization.
• Establish clear roles, responsibilities, and performance expectations across global teams.

Other

• Available for urgent escalations as needed, including outside standard business hours.
• Travel up to 50% internationally.

• Proven experience leading global field service or operations teams across multiple regions.
• Strong experience managing third-party service providers, distributors, or contractor networks internationally.
• Demonstrated ability to scale service organizations in high-growth, international environments.
• Excellent communication skills with the ability to engage effectively across cultures and levels of the organization.
• Strong financial acumen, including budgeting, cost control, and forecasting.
• Data-driven mindset with experience building and using KPIs to drive performance.
• Ability to operate both strategically and tactically in a fast-paced environment.
• Strong leadership presence with a track record of building high-performing teams.
• Proven ability to work under pressure, organize, manage, and prioritize multiple deliverables
• Highly positive energy, self-motivated and can-do personality

Education and Experience Requirements

• Bachelor's degree in Engineering, Business, or a related field required.
• 15+ years of experience in field service, technical operations, or related roles.
• 8+ years of leadership experience managing managers or regional teams.
• Experience working in or supporting LATAM, EU, and/or Southeast Asia markets strongly preferred.
• Experience in manufacturing, agriculture, poultry, or industrial equipment industries preferred.
• Proficiency in Microsoft Office (Excel, Word, Outlook); experience with service management systems is a plus.

Working Conditions

• Office environment and customer hatchery facilities and production environments.