David Douglas is an accomplished enterprise operations executive, transformation advisor, and customer experience leader with more than 35 years of experience transforming complex, mission-critical organizations into scalable, resilient, and high-performing enterprises. Throughout his career, he has been driven by the belief that operational excellence is not the result of isolated initiatives, but rather the outcome of a deliberately designed operating system that aligns strategy, people, technology, governance, data, and execution.
Throughout his career, David consistently challenged conventional thinking by viewing organizations as interconnected enterprise systems rather than collections of independent departments. This systems-based perspective would ultimately evolve into the Douglas Operating System™ (DOS™), an executive operating methodology developed from decades of enterprise leadership, operational transformation, and executive governance.
David began his career in technical services and customer support, developing a strong foundation in electronics, system reliability, field service, and customer-facing technology environments. In early leadership roles with IGT, he supported large-scale lottery systems across the United States and international markets, where uptime, responsiveness, and disciplined service delivery were essential to maintaining customer trust and protecting revenue. These experiences shaped his understanding that operational performance directly influences customer satisfaction, financial performance, and long-term enterprise success.
As David advanced into broader account and regional leadership positions, he assumed responsibility for increasingly complex organizations and revenue-generating operations. While serving as Deputy Account General Manager, he managed a major gaming and lottery environment producing approximately $45 million in annual revenue while maintaining operating margins approaching 40 percent. He also delivered a $12 million system implementation on time and under budget, helping the customer achieve record-setting sales while maintaining service quality and operational continuity.
David’s leadership philosophy was shaped early in his career: leaders create the greatest value not by solving every problem themselves, but by building systems that enable people to consistently solve problems, improve performance, and deliver exceptional customer outcomes. That philosophy would later influence every transformation initiative he led.
David later became Regional Director of U.S. Operations, leading service delivery and operational performance across multiple high-availability environments. In this role, he directed the consolidation of 26 operating sites into a centralized data center model, reducing structural costs, strengthening scalability, and improving operational control. His leadership helped reverse operating losses, restore profitability, and create a more consistent service delivery framework across geographically distributed teams.
During more than eighteen years with Scientific Games, David progressed through a series of senior operational and customer experience leadership roles. As Director of Lottery Systems Operations, he managed multi-jurisdictional operations generating approximately $45 million in annual revenue while achieving operating margins of approximately 38 percent. He led major system deployments and enterprise transitions while maintaining the reliability, compliance, and customer confidence required in highly regulated lottery and gaming environments.
As Senior Director of Lottery Systems Operations, David led multi-site data center operations and disaster recovery programs supporting multiple state lottery jurisdictions. Through infrastructure consolidation and operating model redesign, he delivered approximately $2 million in annual savings while improving redundancy, scalability, and disaster recovery readiness. He also served as a trusted executive liaison to government clients, regulators, technical teams, and senior leadership, ensuring operational priorities remained aligned with regulatory commitments and business objectives.
David subsequently served as Senior Director of Service Management, where he established enterprise governance and performance frameworks across customer support, field services, technology infrastructure, and enterprise operations. His work standardized operational practices across distributed environments and improved system availability to more than 99.9 percent. By connecting service-level performance with customer retention, revenue protection, accountability, and executive visibility, he elevated service management from a technical discipline into a strategic enterprise capability.
As Vice President of Service Operations and Customer Experience, David became the executive leader responsible for North American service and operations across Scientific Games. He led more than 900 employees and 18 data centers while supporting over 41,000 customer locations, more than 1,000 casinos, and operations spanning 44 regulated jurisdictions throughout the United States, Canada, Puerto Rico, and Mexico. He also managed operating budgets exceeding $80 million with executive accountability for service delivery, infrastructure performance, field operations, regulatory compliance, and customer experience.
In this enterprise leadership role, David redesigned service, infrastructure, and field operations to create a more scalable and disciplined operating model. His transformation initiatives produced a 22 percent reduction in cost-to-serve and a 28 percent improvement in service-level agreement performance while sustaining system availability above 99.9 percent. He also led infrastructure consolidations, rapid system migrations, crisis management programs, and enterprise governance initiatives that generated multimillion-dollar savings while strengthening organizational resilience. Throughout these transformations, David consistently demonstrated that customer experience, financial performance, governance, and organizational resilience are not independent objectives—they are the outcomes of an intentionally designed operating model.
David remained at the forefront of AI-enabled enterprise transformation by integrating predictive analytics, real-time dashboards, and performance governance into service and infrastructure environments. He leveraged AI-driven insights to improve forecasting, identify emerging operational risks, accelerate executive decision-making, and create more proactive service organizations. Rather than viewing artificial intelligence as simply a technology initiative, David views AI as an executive capability that enhances governance, forecasting, organizational agility, and enterprise performance.
Today, David serves as Executive Advisor through Maui Holdings, partnering with chief executives, executive leadership teams, boards of directors, investors, and private equity firms to accelerate enterprise transformation, strengthen governance, optimize operating models, improve margins, and increase organizational performance. He advises organizations on aligning operational execution with financial performance, customer outcomes, enterprise resilience, and long-term scalability while helping executive teams make better decisions through operational intelligence, enterprise visibility, governance, and accountability.
These experiences culminated in the Douglas Operating System™ (DOS™), an executive operating methodology developed from more than three decades of enterprise leadership. DOS™ integrates strategy, people, technology, artificial intelligence, governance, data, and execution into one unified operating model designed to reduce organizational friction, strengthen executive decision-making, and transform operations into enterprise value.
David’s expertise spans enterprise operations, profit-and-loss leadership, customer experience, data center operations, field service, contact centers, executive governance, mergers and acquisitions integration, crisis management, enterprise risk, technology modernization, and AI-enabled transformation. He is particularly well suited to lottery and gaming organizations, AI-enabled service enterprises, customer experience platforms, data center organizations, and businesses operating mission-critical environments where service reliability and operational excellence directly influence revenue, customer trust, and long-term enterprise value.
David holds a Master of Business Administration in Global Business Administration from Tulane University’s A. B. Freeman School of Business, a Bachelor of Business Administration, and an Associate Degree in Electrical and Electronics Engineering. He is ITIL certified and has continued expanding his expertise through advanced education in AI Fluency and AI Infrastructure and Operations. His combination of technical knowledge, business education, and executive leadership enables him to communicate effectively from the data center floor to the boardroom.
Beyond his executive responsibilities, David regularly shares insights on enterprise transformation, operational excellence, governance, AI leadership, customer experience, and executive performance through LinkedIn, speaking engagements, and executive advisory work. He enjoys tennis, golf, and boating—activities that reflect his appreciation for preparation, precision, resilience, and disciplined execution, qualities that have defined his leadership throughout his career.
David is pursuing board and executive advisory opportunities because he believes his experience can help organizations strengthen the connection between strategy and execution. Having led large-scale enterprise transformations, managed significant budgets, implemented governance frameworks, and delivered measurable business performance, he brings boards a practical understanding of how operational decisions influence financial performance, enterprise risk, customer experience, and long-term organizational value. His boardroom contribution lies in asking the right questions, identifying hidden operational risks, strengthening executive accountability, and helping leadership teams build organizations that are resilient, scalable, and positioned for sustainable growth.
Leadership Philosophy
David believes organizations achieve extraordinary results when strategy, governance, people, technology, artificial intelligence, and execution operate as one integrated enterprise system. His leadership philosophy emphasizes reducing organizational friction, improving executive visibility, developing leaders, and creating cultures of accountability that consistently deliver exceptional customer and business outcomes.
Board Value
David brings boards practical executive experience in enterprise transformation, operational governance, customer experience, AI-enabled modernization, enterprise risk, and organizational performance. He helps executive teams connect strategy with execution, identify operational risks before they become business problems, and build organizations capable of sustained growth, resilience, and long-term enterprise value.
Legacy
David believes operations are not a cost center—they are the engine that creates customer trust, organizational resilience, and enterprise value.
Through the Douglas Operating System™ (DOS™), his mission is to help organizations build enterprise operating systems that reduce organizational friction, strengthen executive leadership, accelerate AI-enabled decision-making, and transform operational excellence into lasting enterprise value while developing the next generation of executive leaders.
