Position SummaryThe Director of Field Operations leads enterprise-wide process governance and continuous improvement across field operations and technical service, ensuring consistent, safe, and efficient execution across all territories and service centers.
This role standardizes operational controls, strengthens technical service execution, and partners cross-functionally to improve accountability, service reliability, and performance.
Key Areas of Ownership- Process governance, standard work, version control, and approval workflows
- Field operations and technical service standardization, training, controls, and adoption support
- Work assignment, queue accuracy, backlog aging, service windows, New Fill OTD support, and escalations
- Audits, Gemba walks, root cause analysis, corrective actions, KPIs, and continuous improvement
Key Areas of Responsibility- Govern enterprise standards for field operations and technical service, including SOPs, SWIs, standard work, work order management, service windows, escalations, and related controls.
- Maintain process documentation, job aids, approval workflows, version control, training materials, and adoption tools that support consistent execution.
- Identify process variation, benchmark best practices, and convert proven workflows into scalable company standards.
- Monitor technical service performance, including work assignment, queue accuracy, backlog aging, service window compliance, New Fill OTD support, and escalation resolution.
- Conduct audits, Gemba walks, queue reviews, and field observations to validate compliance, identify gaps, and drive corrective action closure.
- Facilitate cross-functional process design and improvement with Operations, Customer Care, Logistics, Asset Management, Procurement, HSSE, Finance, IT, HR, and leadership partners.
- Develop scorecards, analyze trends, apply structured problem-solving, and recommend improvement priorities to improve safety, service reliability, productivity, and operational performance.
Qualifications- Bachelor's degree in Operations, Business, Engineering, Supply Chain, or related field preferred; equivalent experience considered.
- Five or more years of experience in field operations, technical service, operational excellence, service scheduling, dispatch, or multi-site operations.
- Proven ability to standardize processes across dispersed teams, including SOPs, SWIs, standard work, work order management, escalation protocols, and governance systems.
- Strong knowledge of field service execution, workflow mapping, work queue management, backlog aging, service windows, and structured problem-solving.
- Strong technical writing, facilitation, communication, analytical, change management, and project management skills.
- Propane, energy, logistics, utilities, field services, Lean Six Sigma, ASQ, PMP, or similar operational excellence experience/certification preferred.
Key Performance Indicators- HSSE performance indicators
- Work order aging, backlog performance, and priority management
- Reduction in operational and technical service process variation
- Fleet PM adherence
- Gas, non-gas, and fixed asset inventory accuracy
Safety ResponsibilitiesThis role ensures field operations and technical service processes support company safety expectations, regulatory requirements, and safe work practices. The position partners with HSSE and Operations leadership to identify risks, validate compliance, and support corrective actions.
Work EnvironmentThis position operates in office and field environments and requires frequent travel to service centers, terminals, customer sites, and operational locations. The role requires collaboration with technicians, field leadership, operational leaders, executive leadership, and cross-functional teams while managing enterprise initiatives and time-sensitive technical service priorities.
DisclaimerThis job description outlines the general nature and level of work performed by employees assigned to this position. It is not an exhaustive list of all responsibilities, duties, or qualifications required. Responsibilities may be modified based on business needs and organizational requirements.
