Process Improvement & PEAK OS Manager

Salary: £40,000 per annum
Contract: Permanent
Hours: 37.5 hours per week
Location: Remote, UK
Travel: Minimal occasional business travel, with expenses compensated in line with company policy.

About Foundever®

Foundever® is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for more than 750 of the world’s leading and digital-first brands.

Our innovative CX solutions, technology and expertise help our clients meet their operational needs and deliver seamless customer experiences in the moments that matter.

Are you passionate about continuous improvement, operational excellence and using data to drive meaningful business results?

We’re looking for a Process Improvement & PeakOS Manager to join our Performance Improvement function, supporting operational excellence across our US and EMEA markets.

This is an opportunity to combine hands‑on performance improvement with independent operational assurance. You’ll work with teams across Operations, Continuous Improvement, Learning, HR and Workforce Management to improve customer satisfaction, productivity, quality and profitability.

A key part of your role will be assessing how effectively Foundever®’s PeakOS framework is implemented across assigned countries and campaigns. You’ll identify gaps, challenge ineffective practices and ensure corrective actions are delivered, tracked and sustained.

We’re looking for someone who is analytical, commercially aware and confident engaging with stakeholders at all levels — someone who can build trusted relationships while maintaining the independence to challenge when standards aren’t being met.

• Performance improvement: Monitor operational results, identify trends and root causes, and lead initiatives that improve customer satisfaction, productivity, quality and profitability.
• PeakOS assurance: Conduct quarterly assessments across all ten PeakOS principles, evaluating evidence of effective implementation rather than simply checking that processes are documented.
• Corrective action management: Maintain action plans with clear ownership, deadlines and measurable outcomes, ensuring identified gaps are resolved and improvements sustained.
• Data-driven decision-making: Use VBM, iCoach, quality scores and financial metrics to identify opportunities and prioritise improvement activities.
• Operational governance: Review coaching effectiveness, root cause analysis, BOT progress, calibration, attrition, recruitment, onboarding, talent development and security compliance.
• Quality management: Identify weaknesses in quality monitoring and operational processes, implementing practical solutions aligned with client commitments and Foundever standards.
• Reporting and communication: Present performance trends, audit findings and recommendations clearly to stakeholders, from Team Managers to Country Leaders.

Experience and qualifications

• At least three years of contact centre management and/or performance improvement experience.
• Hands‑on experience with PeakOS implementation and compliance.
• Experience conducting operational audits and managing corrective action plans.
• A good understanding of contact centre operations, quality management and business performance metrics.
• Knowledge of continuous improvement methodologies, including Kaizen and DMAIC.
• A bachelor’s degree or equivalent professional experience.
• Experience with ISO 9001 and/or ISO 27001 is highly desirable.

Skills and capabilities

• Strong analytical and problem‑solving skills, with the confidence to challenge assumptions and identify genuine root causes.
• The ability to evaluate coaching records, root cause analysis and action plans for…