Senior Manager, Field Operations

Senior Manager, Field Operations Location:Arizona Department:Operations Reports To:Director of Field Operations Position Summary The Senior Manager of Field Operations plays a critical leadership role in supporting and scaling Wecom Fibers field operations across installation, repair, maintenance, and service delivery functions. This individual will help establish operational processes, drive consistency across markets, support vendor and contractor management, and improve field execution through reporting, training, safety programs, and operational oversight. This role requires a highly organized and analytical operations leader who thrives in fast-paced environments, can manage multiple priorities simultaneously, and is passionate about delivering exceptional customer experiences while maintaining operational excellence and safety compliance. The ideal candidate combines strong operational administration skills with field support experience, vendor management expertise, process improvement capabilities, and a proactive leadership mindset. Key Responsibilities Field Operations Support Support the Director of Field Operations and regional field supervisors with daily operational administration and coordinationAssist with standing up and improving processes for installation, repair, maintenance, and fulfillment operationsCoordinate operational activities across multiple market areas and field teamsAssist with scheduling, operational reporting, workforce coordination, and escalation managementTrack and monitor field activity metrics, operational trends, and workforce performanceSupport leadership with operational follow-up items, action tracking, and execution accountability Vendor & Contractor Management Support oversight and coordination of third-party business partners and contractorsAssist with contractor onboarding, training coordination, operational compliance, and performance trackingBuild strong working relationships with vendors to ensure operational alignment and service qualityReview, validate, and process invoices submitted by third-party partners for fulfillment, repair, and drop bury activitiesVerify billing accuracy against completed work and operational recordsCoordinate resolution of invoice discrepancies and operational issues between vendors and internal teams KPI & Performance Reporting Generate and maintain daily, weekly, and monthly operational KPI reportingTrack and analyze operational metrics including: Installation completion ratesRepair performance metricsUtility locate performanceQuality review complianceSupervisor activity trackingOvertime reportingSafety and compliance metrics Identify operational gaps, trends, and improvement opportunitiesBuild dashboards, spreadsheets, and operational tracking tools to support leadership visibility Customer Escalation Support Assist with escalated customer installation, repair, and service concernsCoordinate with supervisors, dispatch, contractors, and field personnel to ensure timely resolutionProvide professional customer communication regarding delays, damages, service interruptions, or operational issuesDocument escalation details, resolutions, and follow-up actions Safety, Compliance & Quality Support Environmental Health & Safety (EHS) programs and field compliance initiativesAssist with documenting and tracking safety incidents, vehicle accidents, property damages, and field escalationsCoordinate communication between field personnel, supervisors, and leadership during operational or safety eventsMaintain operational compliance records, safety documentation, and reporting requirementsMonitor field quality review completion and operational audit complianceTrack recurring operational risks and assist with corrective action planning Training & Operational Readiness Assist with onboarding and training coordination for field personnel and contractorsSupport implementation of operational workflows, field procedures, and process documentationHelp standardize operational best practices across markets and business partnersParticipate in operational readiness planning for new market launches and expansion activities Administrative & Analytical Support Prepare operational summaries, reports, dashboards, and presentations for leadership reviewOrganize and maintain operational records and reporting databasesAssist with workflow improvements, operational process mapping, and documentation updatesSupport cross-functional operational initiatives involving construction, customer experience, network operations, and sales AI & Process Improvement Utilize AI tools including ChatGPT, Claude, Gemini, and Copilot to streamline operational reporting, documentation, communication, and workflowsIdentify opportunities for automation and operational efficiency improvementsSupport implementation of technology-driven operational processes and reporting enhancements Qualifications 5+ years of experience in telecommunications, fiber broadband, field operations, or related operational leadership rolesExperience supporting installation, repair, maintenance, or fulfillment operationsStrong vendor and contractor management experience preferredExperience with KPI reporting, operational analytics, and process improvement initiativesStrong organizational, analytical, and problem-solving skillsExcellent communication and customer escalation management abilitiesProficiency in Microsoft Excel, reporting tools, and operational systemsExperience working in fast-paced, high-growth operational environments preferredFamiliarity with safety compliance, field operations administration, and operational quality programs preferredExperience with AI productivity tools and workflow automation strongly preferred Preferred Experience Fiber-to-the-home (FTTH) or broadband operations experienceExperience supporting multi-market field operationsKnowledge of utility locates, drop bury operations, contractor fulfillment, and field quality standardsExperience with platforms such as Gaiia, Sitetracker, Jira, Tableau, Power BI, or similar operational systemsUnderstanding of telecommunications safety and compliance standards What Success Looks Like Improved operational consistency across markets and business partnersIncreased visibility into field performance and operational KPIsStrong contractor accountability and invoice accuracyReduced customer escalations and improved resolution timesImproved safety tracking, quality compliance, and operational readinessScalable operational processes that support rapid company growth NOTE: Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law. Company benefits subject to change.