Chief Operating Officer, Toptracer

Chief Operating Officer (COO), Toptracer

Location: Dallas, TX Reports to: President & General Manager, Toptracer Scope: Global (1,500 locations across 38 countries)

Role Overview

Toptracer is a high-growth, global sports technology business serving approximately 1,500 customer locations across 38 countries, with a clear trajectory to double over the next three years. As the business enters its next phase of scale, Toptracer is establishing a dedicated Chief Operating Officer (COO) role to provide singular leadership and accountability across global technology and operations. This role is the single point of accountability for global technology operations, customer service, and system uptime. Reliability, performance, and service execution are the primary drivers of customer satisfaction, renewals, and long-term value creation for the business—making this role one of the most critical leadership positions at Toptracer. The COO will serve as Head of Technology and Operations, owning hardware, software, supply chain, customer support, and service delivery at global scale, while building the operating discipline required to support rapid growth. A significant amount of domestic and international travel is required.

Key Responsibilities

Technology & Platform Reliability

Own end-to-end accountability for Toptracer's technology ecosystem, including hardware, embedded systems, software platforms, integrations, and infrastructure. Ensure industry-leading system uptime, performance, and scalability across all global installations. Establish clear reliability standards, escalation paths, and accountability across engineering operations, TechOps, and support teams.

Global Operations & Delivery

Lead global operations across installation, deployment, service, and ongoing customer support in North America, EMEA, APAC, and ROW. Ensure Toptracer can scale installs and service capacity without creating revenue risk, customer dissatisfaction, or operational bottlenecks as demand accelerates.

Customer Service & Support Excellence

Serve as the number-one executive owner of customer service outcomes. Build and lead a world-class, globally consistent support organization focused on speed, quality, and proactive issue resolution. Customer experience, renewal rates, and brand trust are core success measures for this role.

Supply Chain & Hardware Operations

Oversee global supply chain strategy, manufacturing coordination, vendor management, inventory planning, and logistics for Toptracer hardware. Ensure the supply chain can support growth, international expansion, and new product introductions while maintaining quality, cost discipline, and predictable delivery timelines.

Operating Model & Scale

Design and execute an operating model capable of supporting a two-times revenue increase over three years without sacrificing service quality or system stability. Introduce disciplined operating rhythms, KPIs, and cross-functional planning processes that align technology, operations, sales, and customer success. Partner closely with Finance and the President & General Manager to balance growth investments with profitability and operational leverage.

Leadership & Talent Development

Build, lead, and develop a high-performing global organization across technology operations, customer support, and supply chain. Clarify ownership, decision rights, and accountability. Develop leadership depth and succession to support long-term scalability and resilience.

Success Measures

Success in this role will be measured primarily by system uptime and platform reliability; customer satisfaction, support responsiveness, and renewal performance; installation speed and global execution consistency; the ability to scale operations in line with revenue growth; and the strength, engagement, and retention of the global operations and technology teams.

Ideal Background & Experience

The ideal candidate will have senior operational or technology leadership experience in a global B2B technology, SaaS-plus-hardware, or platform-based business. This individual will bring direct accountability for system uptime and customer-facing technology performance, experience scaling operations across multiple regions, and a strong understanding of hardware and software integration, global supply chains, and service delivery models. A proven ability to build disciplined, metrics-driven operating organizations and comfort operating in fast-growth, performance-driven environments is essential.

Why This Role Matters

This is not a traditional internal operations role. The COO is the front line of the customer experience at Toptracer. Technology reliability, service quality, and execution discipline directly determine renewals, expansion revenue, and long-term enterprise value. As Toptracer scales globally, this role ensures the business can grow rapidly without compromising the systems and service customers depend on most.

Benefits

Free Play & 1/2 price food! Health, dental, vision, 401(k) team member match, free mental well-being platform – and that's just for starters for those who qualify. View team member benefits here.