Continuous Improvement Operations Engineer

About the role

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.

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.