Director, Process Excellence and Enablement

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 everyday rural living, for today and future generations.

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.

• 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.

• Lead end‑to‑end process improvement initiatives that directly impact:
• External customer experience (ease, reliability, resolution, speed)
• 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.

• Own a quantified cost‑out and productivity transformation pipeline across customer and internal operations.
• Identify, size, and prioritize opportunities to remove structural costs through:
• Process simplification and standardization
• Demand reduction and failure demand elimination
• Automation and digitization
• 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.

• 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.

• Build and mentor a high‑performing team of process excellence professionals.
• Develop…