Senior Director, Field Services

HILLIARY COMMUNICATIONS LLC•Lawton, OK

10d•Onsite

About The Position

The Senior Director, Field Services owns end-to-end service delivery for Hilliary Communications, from order acceptance through provisioning, scheduling, installation, activation, and repair. The role leads 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. The position is based in Lawton, Oklahoma, and reports to a role listed as VP Operations, COO, or SVP Service Delivery, to be confirmed. The leader oversees provisioning, installation, drop installation, and repair/service assurance. Responsibilities include managing delivery performance, field teams and contractors, customer drop workflows, safety and compliance, budgets, productivity, and operational KPIs. Performance is measured across technologies, markets or hubs, and internal versus contractor execution. The position requires statewide travel to field offices, hubs, job sites, and contractor locations. It combines office and field environments and may involve outdoor conditions and active job sites. Availability outside normal hours is required for major incidents, outages, and severe weather response, including an on-call rotation as needed. Field visits require the ability to walk uneven terrain and observe work at heights, with or without reasonable accommodation, and to wear required PPE and follow safety standards. A valid driver's license and acceptable driving record are required.

Requirements

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 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 safety leadership, including OSHA recordkeeping and TRIR.
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.
Valid driver's license and acceptable driving record.
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 company safety standards during field visits.

Nice To Haves

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.

Responsibilities

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.
Identify and address root causes of order fallout across design, materials, drop readiness, access, technicians, and provisioning.
Lead statewide installation and repair teams across FTTH, HFC/coax, copper, and WISP services.
Improve first-time-right installs, reduce repeat trouble, and accelerate 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 customer drop cycle time, quality acceptance, rework, and site restoration.
Manage aerial and buried drop workflows and handoffs with Construction/OSP.
Maintain contractor scorecards, SLAs, and corrective action plans; plan contractor capacity and balance internal and contractor execution.
Oversee contractor spending 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; establish performance expectations and build leadership succession.
Travel statewide to field offices, hubs, job sites, and contractor locations, and be available outside normal hours for major incidents, outages, severe weather response, and on-call rotation as needed.