Director – Process Improvement and Operational Excellence

This is a fully remote position, open to applicants in Texas.

📋 Description

• Spearhead initiatives focused on enhancing consumer processes within telecommunications operations.

• Create, standardize, and expand methodologies for continuous improvement.

• Establish program scope, approach for implementation, evaluation frequency, and overall program framework.

• Craft communication strategies to enhance awareness and encourage the adoption of improvement initiatives.

• Identify and allocate resources, secure agreements on opportunities, and prioritize initiatives across consumer operations.

• Collaborate with network engineering, field operations, customer service, provisioning, billing, and other telecommunications departments.

• Oversee the portfolio of process improvement projects, training initiatives, and coaching programs.

• Educate and develop managers and staff in Lean principles through coaching, training, and project leadership.

• Utilize process improvement methodologies to establish outcomes, analyze processes and data, identify root causes, formulate plans, test recommendations, and evaluate results.

• Collaborate with Learning and Development to create and sustain educational and coaching frameworks.

• Develop curriculum and materials specific to telecommunications process improvement.

• Facilitate workshops on process improvement and provide presentations and training sessions.

• Support and promote Astound’s initiatives surrounding Inclusion and Belonging.

• Perform additional duties as assigned.

⛳️ Requirements

• High School Diploma or equivalent is required.

• A Bachelor’s degree in a related field is preferred, or an equivalent combination of education and experience.

• Over 8 years of experience in the telecommunications industry.

• More than 4 years of experience at a management level.

• Proven experience in leading enterprise or large-scale operational improvement initiatives.

• In-depth knowledge of telecommunications operations, including network operations and engineering, field service and installation, customer service/contact center operations, billing and provisioning systems, service assurance, network performance, and compliance frameworks.

• Comprehensive understanding of telecommunications revenue drivers, cost structures, and operational KPIs.

• Demonstrated capability to design, implement, and scale process improvement programs.

• Expertise in Lean, Six Sigma, or other continuous improvement methodologies.

• Strong analytical skills and data-driven decision-making capabilities.

• Ability to influence and lead within a matrixed, cross-functional environment.

• Exceptional communication skills and proficiency in executive presentations.

• Proven track record of leading change, driving adoption, and achieving measurable outcomes.

🏝️ Benefits

• 401k retirement plan with employer matching.

• Insurance options including medical, dental, vision, life, and STD insurance.

• Paid Time Off/Vacation: Starting at 80 hours per year, increasing based on tenure with the organization.

• Floating Holiday: 40 hours per year.

• Paid Holidays: 7 days per year.

• Paid Sick Leave.

• Tuition reimbursement program.

• Employee discount program.

• Opportunities for bonuses, benefits, commissions, and sales incentives, if applicable.

• Personalized training, coaching, and a supportive work environment.

• Rewards and recognition programs.