Director, Process Improvement and Operational Excellence

A Day in the Life of the Director, Process Improvement and Operational Excellence: The Director, Process Improvement and Operational Excellence leads consumer focused process improvement initiatives to drive operational efficiency, enhance customer experience, and optimize cost performance across our telecommunications operations. This role is responsible for developing, standardizing, and scaling continuous improvement methodologies, ensuring alignment with telecommunication regulatory requirements, technical operations, and business objectives. This role partners cross-functionally to embed a culture of operational excellence, leveraging data-driven insights, Lean methodologies, and disciplined execution to deliver measurable business outcomes. Defines program scope, establishes implementation approach, and maintains program infrastructure for focused process improvement. Develops methods and cadence for evaluating program performance, adjusting strategies to ensure effectiveness Designs communication strategies to drive awareness and adoption of process improvement initiatives. Identifies and secures resources needed to support process improvement. Gains agreement on improvement opportunities and assists in prioritizing initiatives across consumer operations. Keeps current with Lean methodologies, telecommunications operational trends, and industry best practices. Coordinates with companywide teams and cross functionaltelecommunications operations groups (network engineering, field operations, customer care, provisioning, billing, etc.). Ensures alignment with organizational operational excellence initiatives and continuous improvement programs. Manages the portfolio of process improvement projects, training programs, and coaching plans. Develops managers and staff in Lean principles, methodology, and application through coaching, education, and project leadership. Applies accepted methodologies (e.g., defining outcomes, analyzing processes, collecting/analyzing