Vice President, Field Services (O’Fallon)

Job Title: Vice President, Field Services

Location: Greater St. Louis, MO

Start Date: Immediate

About Gateway

Gateway Fiber is a locally owned and operated internet service provider dedicated to positively impacting communities through better internet. Backed by CBRE Investment Management, Gateway is building a leading national fiber-to-the-home platform and plans to reach 500,000 homes and businesses over the next several years. Gateway delivers faster, more reliable internet through simple pricing, strong service, and a customer-first approach.

Gateway’s Beliefs About People

Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. At Gateway, we lookout for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.

Expected Outcomes And Requirements

Gateway is seeking a Vice President, Field Services to lead and scale field operations across the company’s growing fiber-to-the-home footprint. This executive will own the strategy, operating model, and performance of installation, service, repair, quality, safety, and field workforce execution. The ideal candidate brings deep telecommunications and broadband leadership experience, with a strong command of last‑mile service delivery, operating discipline, and customer experience. This leader will play a critical role in ensuring Gateway’s field organization can support rapid expansion while delivering consistent, high‑quality execution across markets.

• Define and execute the field services strategy for Gateway’s fiber-to-the-home operations, ensuring the organization can scale efficiently across new and existing markets.
• Lead all field service functions, including customer installations, service calls, trouble resolution, repair activity, quality assurance, and field safety.
• Establish performance standards and operating rhythms that improve first‑time‑right execution, reduce repeat visits, strengthen SLA performance, and elevate the customer experience.
• Build and lead a high‑performing, multi‑market field organization across internal teams, frontline leaders, and external partners.
• Partner closely with construction, network operations, engineering, customer care, and business leaders to align field execution with network readiness, service quality, and growth priorities.
• Drive workforce planning, scheduling, technician capacity, and partner management to ensure the right resources are in place to support market launches and ongoing service demand.
• Use KPIs and field performance data to improve productivity, routing efficiency, mean time to repair, first‑time fix rates, and overall cost‑to‑serve.
• Standardize field processes, tools, and reporting across markets to improve consistency, visibility, and scalability as Gateway expands.
• Champion a safety‑first, customer‑focused culture that reinforces accountability, quality workmanship, and strong service standards.
• Evaluate and enhance field service systems, workforce management tools, and reporting capabilities to support data‑driven decisions and operational control.
• Develop leadership capability and bench strength across the organization through hiring, coaching, succession planning, and performance management.

What’s in it for you?

• Seeing your work make a positive difference in the lives of our served communities.
• Competitive salary and comprehensive benefits (medical, dental, vision, paid time‑off, flexible environment).
• Locally owned, friendly, innovative company with high growth projections.
• Career development.
• To learn skills and participate in critical projects in all areas of the business.

Qualifications

What you’ll bring to the table:

• Bachelor’s degree in business, engineering, telecommunications, operations, or a related field required; advanced degree preferred.
• Proven executive leadership experience in field services, field operations, or service delivery within telecommunications, broadband, fiber, or a similarly complex distributed service environment.
• Strong experience leading customer installation, service, and repair operations in a fiber‑to‑the‑home, broadband, or last‑mile delivery model.
• Demonstrated success building and scaling geographically dispersed teams in high‑growth, multi‑market environments.
• Deep understanding of telecom field operations, technician workforce planning, service quality, safety compliance, and customer experience performance.
• Track record of using operational KPIs such as first‑time fix rate, repeat visit rate, mean time to repair, SLA attainment, and technician productivity to drive results.
• Experience working cross‑functionally with network operations, construction, engineering, customer care, and vendor partners to improve service delivery.
• Strong executive communication, coaching, and change leadership skills, with the ability to align teams around performance expectations and operational priorities.
• Experience improving operating processes, field tools, reporting, and governance in support of scale, quality, and cost efficiency.
• Proficiency with Microsoft Office and field service, workforce management, dispatch, and reporting systems.
• Ability to travel across markets and field locations as needed.