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.

• 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.

• 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.

• Set standards for drop cycle time, quality acceptance, rework, and site restoration.
• Manage aerial and buried drop workflows and handoffs with Construction/OSP.

• 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.

• Lead a safety-first culture for employees and contractors, including TRIR, audits, PPE, vehicle safety, and training and certification compliance.

• 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.

• Recruit, develop, and hold accountable a statewide field leadership team.
• Set clear performance expectations and build succession for field leaders.

• 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

• 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

• Bachelor's degree in business,…