Director, Retail Continuous Improvement

Optus; Australia; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Salary + benefits

Flexibility

Modern office

Leave policies

Parental leave

Diversity networks

Wellbeing support

Job summary

Optus in Australia is seeking an Associate Director, Retail Continuous Improvement to establish and lead the function, turning frontline insights and operational data into practical, measurable improvements across the Retail network.

You will build the operating model, govern prioritisation, and coach four managers to deliver end-to-end initiatives, driving adoption, safety and customer outcomes with executive influence.

Qualifications

• Experience building CI/Transformation in a complex, multi-site organisation.
• Proven track record delivering customer, operational and commercial outcomes through process redesign and adoption.
• Expertise in structured problem-solving: process mapping, root-cause analysis; Lean/Six Sigma advantageous.
• Experience leading teams with governance, prioritisation, and benefits tracking.

Responsibilities

• Build the Retail Continuous Improvement function from the ground up, establishing its operating model, governance, prioritisation framework and ways of working.
• Lead and develop a team of four Continuous Improvement Managers, building capability in structured problem solving, change adoption and benefits realisation.
• Turn customer feedback, frontline insight and operational performance data into a prioritised pipeline of improvement opportunities.
• Prioritise initiatives based on customer, commercial, safety and operational impact, ensuring effort is focused on the outcomes that matter most.
• Own improvement initiatives end-to-end, from diagnosis and root-cause analysis through to process redesign, implementation, adoption and benefits realisation.
• Develop practical operating standards, SOPs, playbooks and coaching approaches that enable stores and regions to embed and sustain improvements.
• Drive improvements in key operational priorities, including Retail Safety, First Contact Resolution and other strategic business outcomes as priorities evolve.
• Influence and hold Product, Digital, IT, Risk and other enterprise partners accountable for addressing root causes that sit outside Retail's direct control.
• Measure adoption, track realised benefits and ensure improvements deliver sustainable outcomes for customers, team members and the business.

Skills

Continuous Improvement

Operational Excellence

Transformation capability

Structured problem solving

Change adoption

Leadership of teams

Commercial judgement

Job description

Optus in Australia is seeking an Associate Director, Retail Continuous Improvement to establish and lead the function, turning frontline insights and operational data into practical, measurable improvements across the Retail network.

You will build the operating model, govern prioritisation, and coach four managers to deliver end-to-end initiatives, driving adoption, safety and customer outcomes with executive influence.