Director, Field Operations

Position Description: Lyte Fiber, LLC (“Lyte”) is seeking an accomplished telecommunications field operations leader to fill the role of Director, Field Operations. Lyte is a private-equity backed fiber broadband provider that has moved beyond launch and into a period of rapid growth, expanding its FTTH, SMB and MDU business lines across multiple markets through both new construction and acquisition. The Director will join an experienced team that brings decades of fiber broadband, infrastructure and technology experience with a proven track record of building and growing highly successful businesses. The Director, Field Operations owns the end-to-end field experience for Lyte customers and the ongoing health of Lyte’s fiber network. This includes the full order cycle from order placement through scheduling, installation and activation; customer trouble and repair, as well as outside plant (OSP) maintenance and outage restoration in Lyte markets once construction is complete and the network has been turned over to operations. The ideal candidate brings deep, hands-on knowledge of both FTTH installation and OSP maintenance and outage repair best practices, is data-driven, and is energized by building scalable operations in a fast-paced environment. Duties and Responsibilities: Leadership and Organizational Scale Lead a multi-market field organization including field technician managers and their teams, dispatch and scheduling, OSP maintenance technicians, and contracted installation and maintenance vendors. Design the organizational structure, staffing models and span-of-control standards needed to scale with subscriber growth and new market launches; forecast headcount and vendor capacity against build and sales plans. Develop and coach managers and supervisors, build succession depth, and foster a high-performance, safety-first and customer-focused culture. Establish consistent hiring, onboarding, technical training, certification and career-progression paths for field and dispatch roles. Balance the mix of in-house and contracted labor to optimize cost, quality, flexibility and customer experience. Order-to-Activation (Installation) Own the order cycle from order placement through scheduling, installation, activation and close-out for all customer verticals: residential, SMB, MDU, and enterprise. Drive improvements in install interval, appointment availability, on-time arrival, first-time-right installation and order fallout; reduce cancellations, reschedules and repeat visits. Partner with Construction, Engineering and Sales on network readiness, homes-passed release and drop placement to ensure a smooth transition from build to serviceable. Standardize installation methods and workmanship standards (drop placement, ONT/equipment placement, in-home wiring and Wi-Fi setup, documentation and photo verification). Support field-generated revenue initiatives, including technician upsell and referral programs. Repair and Service Assurance Own customer trouble and repair, from ticket creation and dispatch through resolution, with a high sense of urgency and clear customer communication. Reduce trouble-ticket rates, mean time to repair, repeat repairs and truck rolls through root-cause analysis, better first-call troubleshooting and remote resolution. Work closely with Customer Care, Enterprise Support and the NOC to define clear hand-offs, escalation paths and SLA commitments, particularly for business and enterprise customers. OSP Maintenance and Outage Restoration Build and lead Lyte’s OSP maintenance function, assuming responsibility for the network in each market once construction is completed and accepted. Develop a preventive maintenance program covering plant inspections, cabinet and pedestal condition, aerial and underground plant, hazard and damage identification, and spare inventory management. Lead outage response and restoration: on-call rotations, crew and contractor mobilization, emergency spl…

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