Associate Director, Retail Continuous Improvement

About the role

Optus is looking for an Associate Director, Retail Continuous Improvement to establish and lead its Continuous Improvement function from the ground up. Reporting to the GM Retail Operations and leading a team of Continuous Improvement Managers, the role turns customer feedback, frontline insight and operational data into practical, measurable improvements across the Retail network. It is a hands-on senior leadership role focused on near-term operational performance, working alongside the Transformation & Delivery team.

Key responsibilities

• Build the Retail Continuous Improvement function from the ground up, including 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 performance data into a prioritised pipeline of improvement opportunities, prioritised by customer, commercial, safety and operational impact.
• Own initiatives end-to-end, from diagnosis and root-cause analysis through to process redesign, implementation, adoption and benefits realisation.
• Develop operating standards, SOPs, playbooks and coaching approaches so stores and regions can embed and sustain improvements.
• Drive improvements in priorities such as Retail Safety and First Contact Resolution, and hold Product, Digital, IT, Risk and other enterprise partners accountable for root causes outside Retail's control.
• Measure adoption, track realised benefits and ensure sustainable outcomes for customers, teams and the business.

Required profile

• Track record of building or significantly enhancing a Continuous Improvement, Operational Excellence or Transformation capability in a complex, multi-site organisation.
• Demonstrated success delivering measurable customer, operational and commercial outcomes through process redesign and sustained behavioural change.
• Experience leading teams and setting standards for prioritisation, pace, governance, benefits tracking and delivery.
• Credibility and influence to engage frontline teams, senior leaders and enterprise stakeholders and drive accountability without formal authority.
• Strong commercial judgement to prioritise opportunities by customer impact, risk, productivity, cost, revenue growth and resolution outcomes.

Required skills

• Structured problem-solving methods, including process mapping, root-cause analysis and hypothesis-driven improvement approaches.
• Lean and Six Sigma experience highly regarded.

What we offer

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and retail partner discounts.
• Flexible arrangement: three days in the office, two days from wherever works best.
• Leave policies including additional Connected days and up to 16 weeks of carer-neutral paid parental leave.
• Employee-led networks and diversity initiatives, plus free 24/7 counselling and support services.