Senior Director, Field Services

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.

Job title

Senior Director, Field Services Department Operations  / Service Delivery Location Oklahoma  (statewide)
Reports to[VP Operations / COO / SVP Service Delivery: to be confirmed]Functions owned

Provisioning;
Install;
Drop Installation;
Repair / Service Assurance

TechnologiesFTTH, HFC/coax, copper, WISPFLSA status

Exempt

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 Performance is measured against the KPI definitions in the Executive Role Charter, segmented by technology, market/hub, and internal versus contractor execution.

Area Primary 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

SafetyTRIR (employees and contractors); safety audit compliance

Key Interfaces Partner Focus Construction  / OSPReadiness gating, handoffs, drop and bury workflows, remediation

Network Operations / NOC and Engineering Turn-up standards, restoration playbooks, service quality

Customer Operations…