Senior Manager, Field Operations

Brief Description

Senior Manager, Field Operations

Location: Arizona

Department: Operations

Reports To: Director of Field Operations

Position Summary

The Senior Manager of Field Operations plays a critical leadership role in supporting and scaling Wecom Fiber’s field operations across installation, repair, maintenance, and service delivery functions. This individual will help establish operational processes, drive consistency across markets, support vendor and contractor management, and improve field execution through reporting, training, safety programs, and operational oversight.

This role requires a highly organized and analytical operations leader who thrives in fast-paced environments, can manage multiple priorities simultaneously, and is passionate about delivering exceptional customer experiences while maintaining operational excellence and safety compliance.

The ideal candidate combines strong operational administration skills with field support experience, vendor management expertise, process improvement capabilities, and a proactive leadership mindset.

Key Responsibilities

Field Operations Support

• Support the Director of Field Operations and regional field supervisors with daily operational administration and coordination
• Assist with standing up and improving processes for installation, repair, maintenance, and fulfillment operations
• Coordinate operational activities across multiple market areas and field teams
• Assist with scheduling, operational reporting, workforce coordination, and escalation management
• Track and monitor field activity metrics, operational trends, and workforce performance
• Support leadership with operational follow-up items, action tracking, and execution accountability
  
  

Vendor & Contractor Management

• Support oversight and coordination of third-party business partners and contractors
• Assist with contractor onboarding, training coordination, operational compliance, and performance tracking
• Build strong working relationships with vendors to ensure operational alignment and service quality
• Review, validate, and process invoices submitted by third-party partners for fulfillment, repair, and drop bury activities
• Verify billing accuracy against completed work and operational records
• Coordinate resolution of invoice discrepancies and operational issues between vendors and internal teams
  
  

KPI & Performance Reporting

• Generate and maintain daily, weekly, and monthly operational KPI reporting
• Track and analyze operational metrics including:
• Installation completion rates
• Repair performance metrics
• Utility locate performance
• Quality review compliance
• Supervisor activity tracking
• Overtime reporting
• Safety and compliance metrics
• Identify operational gaps, trends, and improvement opportunities
• Build dashboards, spreadsheets, and operational tracking tools to support leadership visibility
  

Customer Escalation Support

• Assist with escalated customer installation, repair, and service concerns
• Coordinate with supervisors, dispatch, contractors, and field personnel to ensure timely resolution
• Provide professional customer communication regarding delays, damages, service interruptions, or operational issues
• Document escalation details, resolutions, and follow-up actions
  
  

Safety, Compliance & Quality

• Support Environmental Health & Safety (EHS) programs and field compliance initiatives
• Assist with documenting and tracking safety incidents, vehicle accidents, property damages, and field escalations
• Coordinate communication between field personnel, supervisors, and leadership during operational or safety events
• Maintain operational compliance records, safety documentation, and reporting requirements
• Monitor field quality review completion and operational audit compliance
• Track recurring operational risks and assist with corrective action planning
  
  

Training & Operational Readiness

• Assist with onboarding and training coordination for field personnel and contractors
• Support implementation of operational workflows, field procedures, and process documentation
• Help standardize operational best practices across markets and business partners
• Participate in operational readiness planning for new market launches and expansion activities
  
  

Administrative & Analytical Support

• Prepare operational summaries, reports, dashboards, and presentations for leadership review
• Organize and maintain operational records and reporting databases
• Assist with workflow improvements, operational process mapping, and documentation updates
• Support cross-functional operational initiatives involving construction, customer experience, network operations, and sales
  
  

AI & Process Improvement

• Utilize AI tools including ChatGPT, Claude, Gemini, and Copilot to streamline operational reporting, documentation, communication, and workflows
• Identify opportunities for automation and operational efficiency improvements
• Support implementation of technology-driven operational processes and reporting enhancements
  
  

Qualifications

• 5 years of experience in telecommunications, fiber broadband, field operations, or related operational leadership roles
• Experience supporting installation, repair, maintenance, or fulfillment operations
• Strong vendor and contractor management experience preferred
• Experience with KPI reporting, operational analytics, and process improvement initiatives
• Strong organizational, analytical, and problem-solving skills
• Excellent communication and customer escalation management abilities
• Proficiency in Microsoft Excel, reporting tools, and operational systems
• Experience working in fast-paced, high-growth operational environments preferred
• Familiarity with safety compliance, field operations administration, and operational quality programs preferred
• Experience with AI productivity tools and workflow automation strongly preferred
  
  

Preferred Experience

• Fiber-to-the-home (FTTH) or broadband operations experience
• Experience supporting multi-market field operations
• Knowledge of utility locates, drop bury operations, contractor fulfillment, and field quality standards
• Experience with platforms such as Gaiia, Sitetracker, Jira, Tableau, Power BI, or similar operational systems
• Understanding of telecommunications safety and compliance standards
  
  

What Success Looks Like

• Improved operational consistency across markets and business partners
• Increased visibility into field performance and operational KPIs
• Strong contractor accountability and invoice accuracy
• Reduced customer escalations and improved resolution times
• Improved safety tracking, quality compliance, and operational readiness
• Scalable operational processes that support rapid company growth
  
  

Note

Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law.