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
Technologies	FTTH, HFC/coax, copper, WISP
FLSA 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
Safety	TRIR (employees and contractors); safety audit compliance

Key Interfaces

Partner	Focus
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