Director, Process Improvement and Operational Excellence
About this role
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 functional telecommunications 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 data, identifying root causes, developing improvement plans, testing recommendations, and measuring results).
Partners with Learning and Development to establish and maintain an education and coaching framework for all levels of staff; continuously evaluates training needs.
Develops and maintains curriculum and materials for telecommunications specific process improvement education.
Facilitates process improvement workshops with leaders; delivers presentations and training to promote improvement and engagement
Actively supports, promotes, and advances all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.
Other duties as assigned
What you bring to the table:
Requirements/Qualifications – Minimum required for consideration for the position
Education: High School Diploma or equivalent, Bachelor’s degree in a related field (Business Administration, Telecommunications, Engineering, Operations Management, etc.) preferred, or an equivalent combination of education and experience.
Experience:
8+ years of experience in telecommunications
4+ years of management‑level experience.
Demonstrated experience driving enterprise or large-scale operational improvement programs
Knowledge, Skills and Abilities:
Strong understanding of telecommunications operations, including:
Network operation and engineering
Field service and installation
Customer service/contact center operations
Billing and provisioning systems
Service assurance and network performance
Regulatory and compliance frameworks
Strong understanding of telecommunications revenue drivers, cost structures, and operational KPIs
Proven ability to design, implement, and scale process improvement programs
Expertise in Lean, Six Sigma, or related continuous improvement methodologies
Strong analytical and data-driven decision-making skills
Ability to influence and lead in a matrixed, cross-functional environment
Excellent communication and executive presentation skills
Demonstrated ability to lead change, drive adoption, and deliver measurable results
We're Proud to Offer a Comprehensive Benefits Package Including:
401k retirement plan, with employer match
Insurance options including: medical, dental, vision, life and STD insurance
Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
Floating Holiday: 40 hours per year
Paid Holidays: 7 days per year
Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
Tuition reimbursement program
Employee discount program
*Benefits listed above are for regular full-time position
Base salary: The base salary range for this position is $135,000 - $180,000 plus opportunities for bonus, benefits, commission, and sales incentives if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, geographical area, experience, and capabilities.
Our Mission Statement:
* Take care of our customers
* Take care of each other
* Do what we say we are going to do
* Have fun
Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.
About Astound:
Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.
At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences.
Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.
We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.
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