Retail Continuous Improvement Architect

Optus; Sydney; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Monthly credit $80

25% off Optus products

Flexible office/remote work

Modern inclusive office

Connected leave days

Parental leave 16 weeks

Diversity networks

Free counselling 24/7

Job summary

Optus is seeking an Associate Director, Retail Continuous Improvement to establish and lead the Retail CI function. You will build the operating engine, transform customer feedback and data into measurable improvements, and drive adoption across the Retail network.

Reporting to the GM Retail Operations, you will lead four CI Managers, prioritise opportunities by impact, and ensure improvements are embedded and sustained across stores and regions.

Qualifications

• Track record building or enhancing CI/Transformation in a complex multi-site environment.
• Delivers measurable customer, operational and commercial outcomes through redesign and adoption.
• Expertise in structured problem solving, process mapping and hypothesis-driven improvement.

Responsibilities

• Build the Retail Continuous Improvement function from the ground up with governance and priorities.
• Lead and develop four CI Managers, building capability in problem solving and benefits realisation.
• Turn feedback and data into a prioritized pipeline of improvement opportunities.
• Own end-to-end improvement initiatives from diagnosis to adoption and benefits realisation.
• Develop operating standards, SOPs and playbooks for stores and regions.
• Drive improvements in Retail Safety and First Contact Resolution as priorities evolve.
• Influence enterprise partners to address root causes outside Retail’s control.
• Measure adoption and ensure sustainable outcomes for customers and teams.

Skills

Continuous Improvement

Problem solving

Stakeholder management

Leadership

Change management

Lean/Six Sigma

Job description

Optus is seeking an Associate Director, Retail Continuous Improvement to establish and lead the Retail CI function. You will build the operating engine, transform customer feedback and data into measurable improvements, and drive adoption across the Retail network.

Reporting to the GM Retail Operations, you will lead four CI Managers, prioritise opportunities by impact, and ensure improvements are embedded and sustained across stores and regions.