Field Operations Specialist

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, cloud and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 155 communities and more than 57,000 customers in Arkansas, Texas, Missouri and Tennessee. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience.

General Summary:

The Field Operations Specialist supports continuous improvement across key areas of the Field Operations team. This role will drive visibility into performance KPIs, enhance business intelligence reporting, support training, documentation, and procedural excellence. The Field Operations Specialist requires a high level of skill in data analysis, cross-functional communication, and translating insights into actionable outcomes.

Essential Job Functions:

Performance Metrics & KPI Management

• Tracks, summarizes, and trends key performance indicators (KPIs) such as First Call Resolution (FCR), repeat visits, Satmetrix OSAT, and escalation data across all Installation & Repair (I&R) teams;
• Administers GeoTab and team performance tools, ensuring consistent usage and data quality across teams;
• Drives monthly behavioral insights from performance scores to support coaching and continuous improvement;
• Conducts QA/compliance reviews of tickets and as-builts, identifying gaps and recommending corrective actions;

Business Intelligence & Operational Efficiency

• Analyzes repair cause patterns and drive insights to reduce repeat issues;
• Monitors appointment durations, start times, and dynamic capacity utilization to optimize field scheduling;
• Collaborates on dispatch region optimization initiatives on a quarterly basis;
• Tracks damage claims, reconcile contractor invoices, and provide reporting to support budget and operational alignment;

Training, Process, and Documentation

• Serves as an interdepartmental process representative, participating in annual reviews and improvement sessions;
• Maintains up-to-date process and procedure documentation to ensure alignment with evolving operational needs;
• Administers the training repository and support integration of safety processes into broader field operations procedures;

Knowledge, Skills, and Abilities:

• Working knowledge of eLation, Geotab, Satmetrix, and service dispatch software;
• Knowledge of safety protocols in fiber installation environments;
• Proven ability to translate data into insights and actionable recommendations;
• Detail-oriented with strong organizational and documentation skills;
• Proficient skill in the use of MS Office suite;
• Skill in oral and written communication and collaboration;
• Strong ability to communicate, collaborate, and translate complex data into clear operational actions;
• Ability to identify key datasets and make decisions supported by available information;
• Ability to organize and prioritize multiple work assignments;
• Ability to pay close attention to detail;
• Ability to communicate cross functionally with multiple departments;

Education and Experience:

Bachelor's degree in Operations, Business Analytics, Telecommunications, or a related field, or a minimum of 5 years of experience in broadband, telecommunications, or utilities operations is required.

Experience with FTTH and Broadband deployments, contractor management, or dispatch operations is preferred.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!