Director of Field Services

Position: Director of Field Services
Supervisor: VP of Client Services
Job Type: Full-time
Name: Open

Job Description
The Director of Field Services is a critical leadership role responsible for driving excellence, consistency, and performance across all fields of operations. This role serves as a strategic partner to the VP, Client Services, while providing a leadership layer that enables Directors, City Managers, and Area Managers to operate at their highest level. The position leads the development of scalable systems, operational standards, and performance frameworks that enhance execution quality, strengthen team effectiveness, and maximize client outcomes. Additionally, this role plays a key part in building a Field Center of Excellence, ensuring best-in-class delivery across markets, teams, and programs.
Duties & Responsibilities
➢Field Leadership & Operational Excellence
➢Serve as a strategic advisor and support layer to 5–6 Directors and their teams across markets
➢Drive executional excellence by standardizing processes, expectations, and performance benchmarks
➢Establish and enforce field-wide standards, including attendance, professionalism, and performance expectations to ensure consistency and accountability across all markets
➢Develop and implement SOPs, playbooks, and scalable tools across all field operations
➢Ensure teams are equipped with the tools, resources, and clarity needed to execute effectively

➢Partner with City and Area Managers to streamline priorities and reduce operational friction
➢Oversee end-to-end program execution, from planning through delivery and optimization
➢Ensure alignment between client objectives, field execution, and internal operations
➢Act as a senior point of contact for key client stakeholders, providing insights and performance updates
➢Ensure successful execution of special programs and key initiatives by identifying and deploying the right talent for each effort
➢Identify opportunities to improve program effectiveness, drive revenue growth, and maximize margin
➢Lead program measurement, reporting, and performance optimization efforts
➢Define, monitor, and enforce key performance metrics across all field programs
➢Ensure reporting accuracy, compliance, and accountability across teams
➢Diagnose performance gaps and implement corrective action plans
➢Maintain rigorous focus on financial performance, including ROI and profitability
➢Strengthen leadership capability through coaching, guidance, and performance frameworks
➢Design and implement standardized recruiting processes to ensure efficient, high-quality hiring across all markets & channels

➢Oversee field recruiting efforts to maintain required staffing levels and ensure consistent headcount across programs
➢Develop and standardize onboarding and new hire training programs to ensure swift, thorough, and consistent team integration
➢Promote high standards of professionalism, accountability, and team culture across markets
➢Ensure consistent application of policies, including attendance, performance management, and conduct standards
➢Support onboarding, training, and development to ensure strong team integration and growth
➢Partner with leadership to address retention risks, team dynamics, and organizational challenges
➢Guide employee relations efforts, including conflict resolution and performance management
➢Proactively recommend strategic initiatives based on industry trends and performance insights
➢Identify opportunities to expand existing business and support new business growth
➢Foster alignment and consistency across markets to drive scalable success
➢Build and evolve a Field Center of Excellence that supports long-term organizational growth.

Skills/Knowledge
➢Proven ability to lead and influence without direct authority
➢Strong expertise in process development, operational scaling, and performance management
➢Experience managing complex, multi-market field operations
➢Strong client leadership and relationship management skills
➢Data-driven mindset with the ability to translate insights into action
➢Exceptional communication, organization, and problem-solving skills
➢Ability to manage multiple priorities in a fast-paced environment
➢Strong leadership presence with the ability to coach and develop others

Preferred Education and Experience
➢Bachelor’s degree in Business, Organizational Leadership, or related field
➢10+ years in field operations, client services, or multi-site leadership roles
➢Experience building SOPs, scaling programs, and driving retention and performance initiatives
➢Experience leading agency account service teams, with a strong understanding of client partnership, program delivery, and cross-functional leadership, is a plus
Physical Requirements
➢Primarily sedentary work in an office or remote environment.
➢Ability to operate standard office equipment.
➢Occasional travel will be required to support multiple markets.
➢Ability to sit, stand, and work at a computer for extended periods of time.
Technology
➢Microsoft Office Suite (Word, Excel, PowerPoint)
➢Outlook and email communication platforms
➢HRIS and applicant tracking systems
➢Collaboration tools (Teams, SharePoint, or equivalent)
➢Ability to learn and adopt new technology platforms as required

Work Schedule 

➢ Full-time position with flexibility based on business needs.
➢Must be able to support multiple markets and varying time zones as needed.
➢Occasional travel and extended hours may be required based on operational demands.