Process Improvement Manager

ESFM

Position Title: PROCESS IMPROVEMENT MANAGER

Salary: $115,000 - $140,000

Pay Grade: 16

ESFM is the corporate facilities management (FM) division of Compass Group USA, a Gold-level Corporate Sustaining Partner of the International Facility Management Association (IFMA), and a Platinum Corporate Member of the Association of Energy Engineers (AEE).

ESFM self‑performs 80% of all FM services provided to clients. Our portfolio of solution categories includes Facilities Maintenance & Engineering, ESG Programming, Laboratory Support Services, Janitorial & Industrial Cleaning, Landscaping & Grounds Management, Workplace Solutions and Managed Services.

This self‑performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. ESFM’s clients include many household names from the life sciences, technology, oil & gas and manufacturing markets.

This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in People Hub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in People Hub, by clicking on ‘referral tracking.’

For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, em

We are seeking a highly skilled and quality‑driven Process Improvement Manager to support an Integrated Facilities Management (IFM) program for a premier R&D client in Cambridge. This role leads Hypercare and Ask Site Ops  process governance, accelerates operational maturity from new site startup to BAU, and improves performance across Workplace Services, Hard Services, Logistics, and Food Services. This role blends strategy and execution—mapping cross functional workflows, piloting improvements, digitizing operations, and enabling data‑driven decision making.

Improves and standardizes program process flow to enable performance across Workplace Services, Hard Services, Lab Support, Logistics, and Food Services. This role strategizes and executes in—mapping cross functional workflows, piloting improvements, digitizing operations, and enabling data driven decision making.

• Serve as primary oversight for process flow and operational standards across Hypercare, Asks Site Operations , and other IFM service lines, ensuring alignment with SOPs, PMs, and SLAs.
• Lead a site‑wide inspection and readiness program across offices, labs, dining, and mechanical spaces, identifying risks and improvement opportunities.
• Support Hard Services by improving intake, triage, workflow quality, and reliability‑focused operating practices.
• Identify process inefficiencies and lead Lean‑driven improvements that enhance reliability, cycle time, safety, and service quality.
• Develop and implement standardized workflows, escalation protocols, and documentation that scale during Hypercare and transition to BAU.
• Lead corrective and preventive action planning (CAPA) to resolve systemic operational issues.
• Optimize Service Now workflows, automation, data integrity, and KPI visibility.
• Prepare and deliver data‑driven insights, metrics, and operational reporting for leadership decision‑making.
• Conduct routine readiness and safety reviews including 5S/Gemba walks, signage, equipment access, and operational safety.
• Manage direct reports supporting Hypercare and Ask Site Ops , including coaching and performance management.
• Represent process excellence in client and vendor forums to ensure adherence to standardized workflows.
• Promote a culture of accountability, continuous improvement, and high‑quality service delivery.

• Bachelor’s degree in Facilities Management, Operations, Engineering, or related field;
  Lean/Six Sigma or IFMA certifications preferred.
• 5+ years of experience in facilities operations, continuous improvement, or technical operations; R&D or life sciences setting preferred.
• Demonstrated ability to create SOPs, process maps, and deliver measurable improvements.
• Strong communication and client‑facing skills;…