Senior Director, Field Services

Hilliary Communications; Lawton (OK); On-site; USD 120,000 - 180,000; Full time

Job summary

Hilliary Communications LLC seeks a Senior Director, Field Services to own end-to-end service delivery across Oklahoma markets, including FTTH, HFC/coax, copper, and WISP. You will oversee provisioning, scheduling, installation, activation, and repair, driving first-time-right installs and rapid outage restoration.

You will lead statewide field teams, manage contractor performance, safety programs, and budget oversight, while optimizing unit economics and service quality.

Qualifications

• Bachelor’s degree in business, engineering, telecommunications, or related field, or equivalent experience.
• 10+ years in telecommunications field operations, including 5+ years leading multi-market or multi-region teams.
• Hands-on fiber (FTTH) installation and service assurance, plus HFC/coax, copper, or fixed wireless.
• Experience managing contractors and vendors, including scorecards, SLAs, and corrective actions.
• Strong command of operational KPIs, cost-per-unit analysis, and budget management.

Responsibilities

• 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.
• 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.
• Plan workforce capacity and manage overtime, productivity, and rural routing by market and hub.
• Lead a safety-first culture for employees and contractors, including TRIR, audits, PPE, vehicle safety, and training and certification compliance.
• Develop and manage the Field Services budget, forecasts, and staffing plans; report KPI performance.

Skills

Executive communication

Cross-functional influence

Data-driven decisions

Root-cause problem solving

People leadership

Budget management

Education

Bachelor’s degree or equivalent experience

Tools

OMS/BSS

Field service management tools

Dispatch/CRM systems

Job description

Senior Director, Field Services – Job DescriptionThe 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 titleSenior Director, Field ServicesDepartmentOperations / Service DeliveryLocationOklahoma (statewide)Reports to[VP Operations / COO / SVP Service Delivery: to be confirmed]Functions ownedProvisioning; Install; Drop Installation; Repair / Service AssuranceTechnologiesFTTH, HFC/coax, copper, WISPFLSA statusExemptKey ResponsibilitiesService delivery and provisioningOwn 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 assuranceLead 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 programSet 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 governanceMaintain 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 complianceLead a safety-first culture for employees and contractors, including TRIR, audits, PPE, vehicle safety, and training and certification compliance.Financial and operational managementImprove 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 leadershipRecruit, develop, and hold accountable a statewide field leadership team.Set clear performance expectations and build succession for field leaders.Success MeasuresPerformance is measured against the KPI definitions in the Executive Role Charter, segmented by technology, market/hub, and internal versus contractor execution.AreaPrimary measuresDeliveryOn-time commit-date adherence; order-to-install and install-to-activate intervals; backlog aging; jeopardy rate; fallout rateDrop programDrop cycle time; drop rework rate; cost per dropQualityFirst-time-right installs; rework rate; missed appointment rateService assuranceTrouble rate per 1,000 subscribers; repeat trouble rate; MTTR for tickets and outagesCost and productivityCost per install/activation; cost per truck roll; jobs per technician per day; overtime rate; contractor utilizationCustomerInstall and service CSAT/NPS; complaint rate per 1,000 subscribersSafetyTRIR (employees and contractors); safety audit complianceKey InterfacesPartnerFocusConstruction / OSPReadiness gating, handoffs, drop and bury workflows, remediationNetwork Operations / NOC and EngineeringTurn-up standards, restoration playbooks, service qualityCustomer OperationsAppointments, proactive communication, escalations, service recoveryIT / OSS / BSSOrder flow integrity, provisioning automation, dispatch/FSM tooling, reportingSupply Chain, Finance, and ProcurementMaterial readiness and contractor spend governanceHuman ResourcesRecruiting, workforce planning, performance management, and safety trainingRequiredBachelor'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.PreferredExperience 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 abilitiesExecutive 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 ConditionsStatewide 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 StatusHilliary 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.