Customer Service Operations Director

Title: Director, Business Process and Operations

Location: Flexible in United States

Juniper Networks Inc., a global leader in Cloud, Data Center, Enterprise and Security Networking, is seeking an experienced leader to promote a culture of operational excellence, agility, visibility, accountability, and collaborative decision making. The Business Process and Operations Director role requires exceptional leadership, strategic thinking, analytic detail and rigor, and ability to influence through respect and trust. The successful person will be deeply involved in business transformation, decision making, and must prioritize and balance commitments while building a reputation for reliability, objectivity, and partnership across Global Services.

Position Summary:

We are seeking a strategic and results-driven Business Process and Operations Director to lead enterprise-wide initiatives focused on enhancing operational efficiency, driving performance excellence, and fostering a culture of continuous improvement. This leadership role will work cross-functionally to identify, analyze, and optimize key business processes, delivering measurable improvements in cost, quality, and service delivery. The role is focused on 3 main areas:

• Operational Efficiency - ensure that the organization's internal processes run smoothly, efficiently, and in alignment with strategic goals
  
  
  
  • Develop and implement operational strategies that support organizational goals
  • Align cross-functional initiatives with long-term business plans
  • Identify and drive strategic opportunities to improve efficiency, scalability, and profitability
  • Ensure collaboration for relevant projects and bridge operational gaps between functions/key projects/initiatives
  • Drive cross-function projects, organizational change management and organizational alignment activities as needed
  
  
• Process Improvement - help develop process improvement strategy for organization
  
  
  
  • Lead the development and execution of a comprehensive process improvement strategy aligned with organizational goals
  • Identify opportunities for operational optimization across departments and lead the redesign of critical business processes
  • Use Lean, Six Sigma, and other methodologies to assess current workflows, eliminate inefficiencies, and implement best practices
  • Partner with executive leadership to prioritize improvement initiatives based on ROI, impact, and strategic importance
  • Be a key bridge from leadership to the rest of the organization, conveying and ensuring successful communication and implementation of critical process changes
    
  
  
• Strategic Initiatives - help drive important cross-functional projects for organization
  
  
  
  • Identify and execute initiatives that contribute to long-term operational excellence, ensuring key projects have clear milestones, success measures and operational plans
  • Engage right stakeholders across the organization to focus time and attention on rapid resolution to strategic problems
  • Drive execution and performance of strategic initiatives that are critical to the success of the business through goal deployment via OKRs
  • Deploy initiatives to function/staff member to carry forward once it reaches an agreed upon level of completion to ensure success of initiatives
  
  

Requirements:

• 8+ years' experience in process improvement, operations, or business transformation, including 5+ years in a leadership role
• Proven track record of leading large-scale, cross-functional process improvement initiatives in the high tech, networking industry
• Strong knowledge of Lean, Six Sigma, and other continuous improvement frameworks
• Experience with change management and project management methodologies
• Exceptional planning and organizational skills including the ability to handle multiple projects simultaneously in a fast-paced environment
• Strong work ethic, disciplined execution skills, willingness to do whatever it takes to deliver results
• Self-starter who thrives in problem-solving with little direct supervision. Ability to learn quickly with a high tolerance for ambiguity and complexity
• Demonstrated ability to build trust, influence, and engage stakeholders at all levels
• Strong written communication skills and ability to distill and convey information in a compelling manner
• Drive issues through to resolution ensuring that all key stakeholders are informed of outcomes and company implications
• MBA preferred (or equivalent)

Minimum Salary: $178,112.00

Maximum Salary:$256,036.00

The pay range for this position is expected to be between $178,112.00 and $256,036.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper's pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.