Senior Director, Field Services

Senior Director, Field Services – Job Description

The Senior Director, Field Services owns end-to-end service delivery for Hilliary Communications, from order acceptance through provisioning, scheduling, installation, activation, and repair. This leader runs statewide field execution across rural and metro Oklahoma markets for FTTH, HFC/coax, copper, and WISP services, and is accountable for install commitments, customer drop installation, service assurance, contractor performance, safety, and cost per activation.

Job title

Senior Director, Field Services

Department

Operations / Service Delivery

Location

Oklahoma (statewide)

Reports to

[VP Operations / COO / SVP Service Delivery: to be confirmed]

Functions owned

Provisioning; Install; Drop Installation; Repair / Service Assurance

Technologies

FTTH, HFC/coax, copper, WISP

FLSA status

Exempt

Key Responsibilities

Service delivery and provisioning

- Own the order-to-activation process, including order acceptance, scheduling, installation, activation, and closeout.

- Manage install commitments, jeopardy orders, backlog health, and time-to-revenue.

- Reduce fallout by finding root causes across design, materials, drop readiness, access, technician, and provisioning issues.

Field execution and service assurance

- Lead statewide installation and repair teams across FTTH, HFC/coax, copper, and WISP.

- Drive first-time-right installs, lower repeat trouble, and faster restoration of trouble tickets and outages.

- Maintain major-incident readiness and restoration playbooks with Network Operations.

- Plan workforce capacity and manage overtime, productivity, and rural routing by market and hub.

Customer drop installation program

- Set standards for drop cycle time, quality acceptance, rework, and site restoration.

- Manage aerial and buried drop workflows and handoffs with Construction/OSP.

Contractor and vendor governance

- Maintain scorecards, SLAs, and corrective action plans for contractors.

- Plan contractor capacity and balance internal and contractor execution.

- Oversee contractor spend with Procurement and Finance.

Safety and compliance

- Lead a safety-first culture for employees and contractors, including TRIR, audits, PPE, vehicle safety, and training and certification compliance.

Financial and operational management

- Improve unit economics, including cost per activation, cost per drop, and cost per service event.

- Develop and manage the Field Services budget, forecasts, and staffing plans.

- Report KPI performance by technology, market/hub, and internal versus contractor execution.

People leadership

- Recruit, develop, and hold accountable a statewide field leadership team.

- Set clear performance expectations and build succession for field leaders.

Success Measures

Performance is measured against the KPI definitions in the Executive Role Charter, segmented by technology, market/hub, and internal versus contractor execution.

Area

Primary measures

Delivery

On-time commit-date adherence; order-to-install and install-to-activate intervals; backlog aging; jeopardy rate; fallout rate

Drop program

Drop cycle time; drop rework rate; cost per drop

Quality

First-time-right installs; rework rate; missed appointment rate

Service assurance

Trouble rate per 1,000 subscribers; repeat trouble rate; MTTR for tickets and outages

Cost and productivity

Cost per install/activation; cost per truck roll; jobs per technician per day; overtime rate; contractor utilization

Customer

Install and service CSAT/NPS; complaint rate per 1,000 subscribers

Safety

TRIR (employees and contractors); safety audit compliance

Key Interfaces

Partner

Focus

Construction / OSP

Readiness gating, handoffs, drop and bury workflows, remediation

Network Operations / NOC and Engineering

Turn-up standards, restoration playbooks, service quality

Customer Operations

Appointments, proactive communication, escalations, service recovery

IT / OSS / BSS

Order flow integrity, provisioning automation, dispatch/FSM tooling, reporting

Supply Chain, Finance, and Procurement

Material readiness and contractor spend governance

Human Resources

Recruiting, workforce planning, performance management, and safety training

Qualifications

Required

- Bachelor's degree in business, engineering, telecommunications, or a related field, or equivalent experience.

- 10+ years in telecommunications field operations, including 5+ years leading multi-market or multi-region teams.

- Hands-on experience with fiber (FTTH) installation and service assurance, plus HFC/coax, copper, or fixed wireless.

- Experience managing contractors and vendors, including scorecards, SLAs, and corrective actions.

- Working knowledge of OMS/BSS, field service management and dispatch tools, and ticketing/CRM systems.

- Strong command of operational KPIs, cost-per-unit analysis, and budget management.

- Proven record in safety leadership, including OSHA recordkeeping and TRIR.

Preferred

- Experience in rural or independent telecommunications operations.

- Experience with aerial and buried drop programs and utility locate and permit processes.

- Experience with acquisitions or integrations of field operations.

- Advanced degree or relevant certifications, such as PMP, Lean/Six Sigma, or OSHA 30.

Skills and abilities

- Executive communication and strong cross-functional influence.

- Data-driven decision making and root-cause problem solving.

- Ability to lead through major incidents and weather events.

- Ability to build, coach, and hold accountable a geographically dispersed team.

Working Conditions

- Statewide travel to field offices, hubs, job sites, and contractor locations.

- Availability outside normal hours for major incidents, outages, and severe weather response, including on-call rotation as needed.

- Combination of office and field environments, with exposure to outdoor conditions and active job sites.

- Valid driver's license and acceptable driving record required.

- Ability to meet the physical demands of field site visits, such as walking uneven terrain and observing work at heights, with or without reasonable accommodation.

- Must wear required PPE and follow all company safety standards during field visits.

Equal Opportunity and Employment Status

Hilliary Communications is an equal opportunity employer. All qualified applicants receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law. Reasonable accommodations are available for qualified individuals with disabilities.

This job description describes the general nature and level of work for this role and is not an exhaustive list of duties. Duties may change as business needs require. Employment with Hilliary Communications is at-will.