Chief Operating Officer, Toptracer
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Overview
Job Description
Chief Operating Officer (COO), Toptracer
Location: Dallas, TXReports to: President & General Manager, ToptracerScope: Global (1,500 locations across 38 countries)
Role Overview
Toptraceris 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,Toptracerisestablishinga 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 atToptracer.The COO will serve as Head of Technology and Operations, owning hardware, software, supply chain, customer support, and service delivery atglobalscale, while building the operating discipline required to support rapid growth.A significant amount of domestic and international travelis.
Key Responsibilities
Technology & Platform Reliability
Own end-to-end accountability forToptracer’stechnology 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. EnsureToptracercan scale installs and service capacity without creating revenue risk, customer dissatisfaction, or operational bottlenecks as demand accelerates.
Customer Service & Support Excellence
Serve as thenumber-oneexecutive 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, andlogisticsforToptracerhardware. Ensure the supply chain can support growth, international expansion, and new product introductions whilemaintainingquality, cost discipline, and predictable delivery timelines.
Operating Model & Scale
Design and execute an operating model capable of supporting a two-timesrevenue 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 comfortoperatingin 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 ofthe customerexperience atToptracer. Technology reliability, service quality, and execution discipline directlydeterminerenewals,expansionrevenue, and long-term enterprise value. AsToptracerscales 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) playmaker match, free mental well-being platform – and that’s just for starters for those who qualify. View playmaker benefits here.
ADAThe above statements cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.EEO StatementTopgolf is a global sports and entertainment community and is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information and veteran status) in its application and hiring processes and in its employment decisions. As an affirmative action employer, Topgolf also takes steps to prevent retaliation and to create a respectful, equitable and inclusive environment for our Guests, Associates, business partners, vendors, and the communities we serve.Topgolf is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.Topgolf Entertainment Group does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website, employees or Human Resources. Topgolf will not pay fees for unsolicited agency resumes and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Topgolf Entertainment Group and will be processed accordingly without fee.Topgolf participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
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