Head of Retail Continuous Improvement (Hybrid)

Optus Enterprise; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive remuneration

Flexible in-office arrangement (3 days

Modern, inclusive office environment

Parental Leave up to 16 weeks

Diversity initiatives & employee nets

Job summary

Optus is seeking an Associate Director, Retail Continuous Improvement to build and lead the CI function across the Australian Retail network. You will diagnose root causes, redesign processes, and deliver changes that are adopted and sustained, reporting to the GM Retail Operations.

You will lead a team of CI Managers, turning frontline insights into a prioritised improvement pipeline and ensuring measurable benefits across safety, customer outcomes and operational performance.

Qualifications

• Proven track record building or enhancing a CI/Transformation capability within a complex multi-site organisation.
• Demonstrated success delivering measurable customer, operational and commercial outcomes via process redesign and frontline adoption.
• Deep expertise in structured problem solving, process mapping, and root-cause analysis.

Responsibilities

• Build the Retail Continuous Improvement function from the ground up with governance and prioritisation.
• Lead and develop a team of four Continuous Improvement Managers.
• Turn customer feedback and operational data into a prioritised pipeline of improvement opportunities.
• Own end-to-end improvement initiatives from diagnosis to implementation and benefits realisation.
• Develop SOPs, playbooks and coaching approaches to embed improvements across stores and regions.
• Drive improvements in Retail Safety, First Contact Resolution and other priorities.
• Influence product, digital, IT, and risk partners to address root causes outside Retail's direct control.

Skills

Continuous Improvement

Operational Excellence

Transformation capability

Lean & Six Sigma

Job description

Optus is seeking an Associate Director, Retail Continuous Improvement to build and lead the CI function across the Australian Retail network. You will diagnose root causes, redesign processes, and deliver changes that are adopted and sustained, reporting to the GM Retail Operations.

You will lead a team of CI Managers, turning frontline insights into a prioritised improvement pipeline and ensuring measurable benefits across safety, customer outcomes and operational performance.