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Added 9 mins ago
NB
Senior Legal Advisor
National Bank of Canada
Montreal, QC
- Full-time
…have a tangible impact on the Bank’s operations and client experience through your legal expertise, business acumen, and experience navigating evolving regulatory…
Added 9 mins ago
NB
Senior Manager Onboarding
National Bank of Canada
Toronto, ON
- Full-time
…activities while delivering a seamless and high-quality client…
Added 9 mins ago
YU
Project Coordinator, Advancement
York University
Toronto, ON
- Contract
The Project Coordinator, Advancement supports the Director with the design, development, implementation, and evaluation of projects and programs led and supported by the Office of…
Added 9 mins ago
E
Client Development Coordinator
EStaffSearch
Toronto, ON
- $62,000 to $75,000 CAD / year
- Full-time
Reporting to the Director, Client Development and working closely with the Client Development Specialists, the Client Development Coordinator will work with key internal stakeholders,…
Added 10 mins ago
CF
Director, Procurement
CI Financial
Toronto, ON
- Full-time
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Added 1 hour ago
N
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- Full-time
· Report service metrics and trends to the Managing Director and recommend improvements.
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Alliston, ON
- Internship
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Victoria, BC
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Calgary, AB
- Part-time
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Lead Supervisor I
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UO
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Added 5 hours ago
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Account Executive Mid Market
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Added 7 hours ago
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Regional Manager, Canada West
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Xplore Inc

Director, Process Excellence and Enablement

Markham, ON, Canada

Full-time

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Job details

Job type: Full-time
Experience: 10+ years of experience in process excellence, operational excellence, business transformation, or large-scale continuous improvement.
Posting language: English
Posted: May 5, 2026

Original job description

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

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

Condition of Employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

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More about this job

Responsibilities

The Director of Process Excellence and Enablement will establish and lead a Centre of Excellence to drive enterprise-wide process optimization and automation. This role partners with cross-functional leaders to improve customer and employee experiences while delivering measurable cost savings and operational efficiency.

Requirements

Candidates must possess a bachelor's degree and at least 10 years of experience in operational excellence or business transformation. Proven ability to lead large-scale, cross-functional initiatives and strong executive communication skills are essential for this role.

Skills

Process excellence
Operational excellence
Business transformation
Lean Six Sigma
Change management
Stakeholder management
Strategic planning
Process optimization
Customer journey mapping
Value stream mapping
Automation
Data analysis
Financial acumen
Leadership
Governance
Continuous improvement

Visa sponsorship

Not detected in the job text

Keywords

Process Excellence
Operational Excellence
Business Transformation
Lean
Six Sigma
Customer Journey Optimization
Value Stream Mapping
Automation
Digitization
Governance
KPIs
Change Management
Telecommunications
Broadband
ISP
RPA
AI-assisted processes
Contact Centre
Field Operations
Continuous Improvement
Strategic Leadership
Financial Acumen
Stakeholder Engagement
Process Documentation
Performance Management
Workflow Redesign
Enterprise Strategy
Operational Efficiency
Cost Reduction
Productivity

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