Director, Process Improvement and Operational Excellence

Astound Broadband • TX-Remote, TX

1d • $135,000 - $180,000

About The Position

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.

Requirements

• 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.
• 8+ years of experience in telecommunications
• 4+ years of management‑level experience.
• Demonstrated experience driving enterprise or large-scale operational improvement programs
• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED