Senior Director, Field Operations & Special Projects

Fidium Fiber; New Hampshire; On-site; USD 115,000 - 205,000; Full time

Benefits offered by this job

401(k) matching

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Flexible spending account

Health savings account

Life insurance

Tuition reimbursement

Flexible Days Off

Paid holidays

Employee Assistance Program

Annual bonus program

Job summary

Fidium Fiber is seeking a Sr. Director of Enterprise Operations to lead cross-functional delivery of enterprise broadband services across Survey, Installation, Construction, Service, and Commercial teams.

This leadership role emphasizes strategic influence, contractor management, process optimization, and ensuring on-time, within-budget customer delivery while upholding safety and quality standards.

Qualifications

• 8-10 years in technical field operations or project coordination in broadband/telecommunications
• 5+ years coordinating complex, multi‑phased projects with multiple teams and vendors
• 5+ years in a leadership support, operations coordination, or cross-functional management role
• Demonstrated experience managing contractor relationships and vendor performance

Responsibilities

• Cross-Departmental Leadership & Coordination across field ops (Sales, Survey, Installation, Service, Commercial, Engineering)
• Partner with department heads and national leadership to align priorities for timely customer delivery
• Facilitate cross-functional planning to identify dependencies and remove barriers to project execution
• Act as an advocate for enterprise customer needs across operational functions
• Drive adherence to SLAs and monitor delivery timelines from survey through activation
• Oversee management of contract labor and ensure performance against standards
• Develop standardized operating procedures and track key metrics (delivery, SLA, quality, cost)
• Manage budgets with leaders to optimize labor allocation and expenditures
• Coordinate with QA teams to ensure compliance with policies and regulatory obligations
• Provide regular reporting to executives with data-driven recommendations

Skills

Project management

Stakeholder management

Strong communication

Data analysis

Process improvement

Budget management

Collaboration

Customer-focused

Job description

Major Duties

Classification: Exempt / Non-Bargaining

Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Fidium Fiber is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Fidium, our employees make the difference.

FDium Fiber is seeking a strategic, influential leader to serve as Sr. Director of Enterprise Operations. In this leadership support role, you will serve as a key influencer and partner across multiple departments to ensure the successful and timely delivery of enterprise broadband services to customers. You will work collaboratively with Survey, Installation, Construction, Service, and Commercial teams—each operating under their respective departmental management—to coordinate activities, remove obstacles, optimize processes, and ensure all work is completed within established Service Level Agreements (SLAs).

This is a leadership position focused on driving cross-departmental alignment, managing contractor relationships, optimizing field processes, and ensuring on-time customer delivery within budget constraints. You will act as a connector and advocate for operational excellence, bringing together disparate teams and functions to achieve common enterprise delivery objectives.

Responsibilities

• Cross-Departmental Leadership & Coordination
• Serve as a leadership influencer and connector across all field operations departments (Sales, Survey, Installation, Service, Commercial, and Engineering)
• Partner with department heads and national leadership to align priorities and coordinate activities required for timely customer delivery
• Facilitate cross-functional planning sessions to identify dependencies, resolve conflicts, and remove barriers to successful project execution
• Act as an advocate for enterprise customer needs across all operational functions

SLA Management & Customer Delivery

• Drive adherence to established Service Level Agreements (SLAs) for customer delivery timelines and service quality standards
• Monitor progress across the customer delivery lifecycle from initial survey through activation and ongoing service
• Identify at-risk projects early and mobilize resources and process improvements to get delivery back on track
• Implement escalation procedures and executive communication protocols when SLAs are threatened

Contractor Management & Performance

• Oversee management of all contract labor supporting field operations including survey, installation, and service delivery
• Develop and maintain consistent scope-of-work requirements and performance standards for contracted services
• Monitor contractor performance against established metrics and provide continuous feedback for improvement
• Participate in vendor selection, pricing negotiations, and performance review cycles
• Ensure contractor compliance with safety standards, quality requirements, and corporate policies

Process Optimization & Efficiency

• Analyze field operations processes to identify bottlenecks, redundancies, and opportunities for improvement
• Develop and champion process improvements that reduce cycle time, eliminate unnecessary work, and enhance customer experience
• Implement standardized operating procedures across the region aligned with corporate best practices
• Track and report key operational metrics including delivery timelines, SLA compliance, quality measures, and cost performance

Budget Management & Cost Control

• Partner with finance and departmental leaders to manage operating budgets
• Monitor spending against budget and identify cost reduction opportunities without compromising service quality or SLA compliance
• Optimize contractor labor allocation and utilization to maximize cost efficiency
• Track and manage capital deployment for field operations infrastructure and resources

Quality Assurance & Compliance

• Coordinate with quality assurance teams to ensure consistent service delivery standards across all customer segments
• Support audit programs and ensure field operations compliance with corporate policies, safety requirements, and regulatory obligations
• Identify compliance gaps and work with departments to implement corrective actions

Executive Engagement & Reporting

• Provide regular reporting to leadership team and other executive stakeholders on regional performance against SLAs, budgets, and operational metrics
• Present data-driven analysis and recommendations to leadership for strategic decision-making
• Escalate critical issues and recommend solutions to executive leadership when needed

Qualifications

Experience

• 8-10 years of technical field operations or project coordination experience in broadband, telecommunications, infrastructure, or related industries
• 5+ years of experience managing or coordinating complex, multi-phased projects involving multiple teams and vendors
• 5+ years of experience in a leadership support, operations coordination, or cross-functional management role
• Demonstrated experience managing contractor relationships and vendor performance

Skills

• Project management and planning; experience coordinating work across multiple teams and departments
• Stakeholder management and ability to influence without direct authority
• Strong communication and presentation skills with ability to convey operational metrics and performance to executives
• Data analysis and reporting; proficiency with operational metrics, dashboards, and performance tracking
• Process improvement and problem-solving capabilities; ability to identify root causes and develop solutions
• Budget management and financial analysis; ability to optimize spending without compromising quality
• Collaboration and negotiation skills; comfort navigating political dynamics across departments
• Customer-focused mindset and commitment to service delivery excellence

Knowledge & Familiarity

• Broadband network infrastructure and field operations environments
• Enterprise customer requirements and Service Level Agreement (SLA) management
• Multi-Dwelling Unit (MDU) or enterprise segment operations preferred

Physical Requirements & Work Enviroment

• Ability to travel throughout assigned region as needed; valid driver's license required
• Capable of working in various field environments and operational settings
• Ability to work in office and field environments with regular regional travel

Benefits Offered

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Flexible Days Off
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Salary

Pay range (commensurate with skills and experience): $115,000 – $205,000 Annually

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.