Senior Director, Field Services

Job Details: Job Location: LAWTON, OK 73507, Position Type: Full Time, Job Category: Telecommunications, 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.
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

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

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.

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