The Director, Process Excellence and Enablement is accountable for driving enterprise wide process optimization across customer-facing (external users) and internal operations, with a clear mandate to remove cost from the system, improve customer and employee experience, and enable scalable growth through standardization, automation, and simplification. This role establishes and leads a Process Excellence Centre of Excellence (CoE) for Xplore-setting standards, methodologies, and governance for how processes are designed, measured, optimized, and automated across the organization. The Director partners closely with Customer Operations, Technology, Finance, Workforce, and Functional Leaders to ensure process improvements translate into measurable financial, operational, and experience outcomes. Reporting to the VP, Operational Excellence & Enablement, this role plays a critical part in Xplore's ability to scale efficiently, improve service consistency, and reinvest savings into customer experience and growth. Key Responsibilities Include: Enterprise Process Excellence Strategy & CoE Leadership • Establish and lead the Process Excellence Centre of Excellence, defining the vision, mandate, and operating model for enterprise-wide process improvement. • Develop and deploy a common process excellence framework (Lean, Six Sigma, customer journey optimization, value stream mapping, etc.) to be used consistently across the organization. • Define standards for: Process documentation and governance, Metrics and performance management, Benefits tracking and value realization, Automation and digitization readiness • Act as the enterprise authority on process excellence, ensuring consistency while enabling flexibility for diverse operational environments. Customer & Employee-Centered Process Optimization • Lead end-to-end process improvement initiatives that directly impact: o External customer experience (ease, reliability, resolution, speed) o Internal employee experience (simplicity, productivity, clarity, reduced friction) • Diagnose process inefficiencies across customer journeys and internal workflows, identifying root causes of cost, rework, delays, and poor experience. • Partner with Care Operations, Care and Contact Centres, Field Operations, Sales and Marketing, Network and other cross-functional teams to redesign processes that improve first-time resolution, cycle times, and service quality. • Ensure voice-of-customer and voice-of-employee insights are embedded into process design decisions. Cost Removal, Productivity & Value Realization • Own a quantified cost-out and productivity transformation pipeline across customer and internal operations. • Identify, size, and prioritize opportunities to remove structural costs through: o Process simplification and standardization o Demand reduction and failure demand elimination o Automation and digitization o Role clarity and work rebalancing • Establish disciplined benefits tracking and KPIs, ensuring savings and productivity gains are measured, validated, and sustained. • Partner with Finance to align process improvements to financial outcomes and reinvestment strategies. Executive Leadership, Governance & Influence • Provide executive-level leadership and transparent reporting on: Process performance and bottlenecks, Cost-out and productivity progress, Automation pipeline and value realization • Establish and lead cross-functional governance forums to prioritize, sequence, and resolve dependencies across process initiatives. • Translate complex operational and process challenges into clear, decision-ready insights for senior leadership. • Influence change across the organization through strong stakeholder engagement, not formal authority. Capability Building & Culture of Continuous Improvement • Build and mentor a high-performing team of process excellence professionals. • Develop enterprise capability through: Training and coaching of leaders and teams, Toolkits, templates, and best practices, Embedded continuous improvement ways of working • Foster a culture where teams own their processes, use data to make decisions, and continuously seek better ways of working. The ideal candidate will possess: • Bachelor's degree in Business, Engineering, Operations, or a related field. • 10+ years of experience in process excellence, operational excellence, business transformation, or large-scale continuous improvement. • Proven experience leading enterprise-wide, cross-functional initiatives with measurable cost, productivity, and experience outcomes. • Strong background in customer-facing operations and/or shared services environments. • Demonstrated ability to stand up and operate a Centre of Excellence model. • Exceptional executive communication, influence, and stakeholder management skills. • Strong financial and analytical acumen, with experience tracking and realizing benefits. Preferred Qualifications • Experience in telecommunications, broadband, ISP, or other large-scale service organizations. • Lean Six Sigma certification (Black Belt or equivalent) or comparable process excellence credentials. • Experience enabling automation initiatives (RPA, workflow, AI-assisted processes). • Familiarity with: o Customer journey mapping o Value stream management o Contact centre and field operations processes • Experience operating in regulated or complex environments. Leadership Competencies • Enterprise and systems-level thinker • Customer- and employee-obsessed mindset • Highly outcome-oriented with strong execution discipline • Comfortable navigating ambiguity and change • Collaborative, influence-based leadership style • Strong ability to simplify complexity and drive alignment • Relentless focus on value, sustainability, and continuous improvement