Continuous Improvement Operations Engineer

The Continuous Improvement Operations Engineer is responsible for driving operational excellence initiatives across the organization's telecommunications service delivery, customer operations, provisioning, field services, and back-office functions. This role utilizes data analytics, process improvement methodologies, automation, and cross-functional collaboration to identify inefficiencies, reduce operational costs, improve customer experience, and increase organizational scalability.

The ideal candidate combines analytical problem-solving skills with operational knowledge of telecommunications services and systems to design, implement, and sustain process improvements that support business growth and customer satisfaction.

 

Essential Duties and Responsibilities:

• Collect, analyze, and interpret operational, service delivery, customer support, and production data to identify trends, process gaps, bottlenecks, and improvement opportunities. 
• Establish key performance indicators (KPIs) for operational functions, evaluate current-state performance, and develop future-state targets and improvement roadmaps. 
• Develop and maintain process maps, workflow diagrams, value stream maps, and standard operating procedures for telecommunications operational processes. 
• Create dashboards, reports, and performance tracking tools to support data-driven decision-making. 
• Lead and support continuous improvement projects focused on service activation, order management, provisioning, technical support, billing operations, customer onboarding, and field operations.
• Identify opportunities to eliminate waste, streamline workflows, automate manual processes, and improve service quality.
• Facilitate root cause analysis activities using Lean, Six Sigma, and other structured problem-solving methodologies.
• Partner with Operations, Engineering, Service Delivery, Customer Experience, Product Management, IT, and Vendor Management teams to implement sustainable process improvements. 
• Evaluate operational systems and workflows to recommend enhancements, technology solutions, and automation opportunities.
• Lead Kaizen events, process reviews, and continuous improvement workshops.
• Measure post-implementation results and ensure achievement of efficiency, productivity, quality, and cost reduction objectives. 
• Support change management efforts, training initiatives, and adoption of new operational processes.
• Develop business cases and ROI analyses for operational improvement initiatives.
• Monitor industry trends and best practices to drive innovation and operational excellence throughout the organization.

 

Qualifications:

Education

• Bachelor's degree in Industrial Engineering, Operations Management, Business Analytics, Telecommunications, Information Systems, or related field.
• Master's degree preferred.

Experience

• 3-7 years of experience in continuous improvement, operations engineering, process improvement, business analytics, or operational excellence.
• Experience within telecommunications, managed services, technology, or service-based industries preferred.
• Demonstrated success leading cross-functional improvement initiatives and delivering measurable business results.
• Experience with process automation, workflow management, and operational reporting tools.

Knowledge, Skills, and Abilities

• Strong understanding of Lean, Six Sigma, Kaizen, and continuous improvement methodologies.
• Advanced analytical and problem-solving skills.
• Ability to interpret complex operational and performance data.
• Experience with business intelligence tools such as Power BI, Tableau, or similar reporting platforms.
• Knowledge of CRM, ERP, ticketing, provisioning, and workflow management systems.
• Strong project management and organizational skills.
• Excellent written, verbal, and presentation communication abilities.
• Ability to influence stakeholders and drive change across multiple departments.
• Proficiency in Microsoft Excel, Power BI, SQL, and data visualization tools preferred.
• Understanding of telecommunications operations, service delivery processes, carrier provisioning, or customer support environments preferred.
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*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $130,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

 

 

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