Vice President, Field Services

Vice President, Field Services

Location:

Greater St. Louis, MO (O Fallon, MO 63368)

Start Date:

Immediate

• 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.

• 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.
• Opportunity to learn skills and participate in critical projects in all areas of the business.

• 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 field-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.