What are the responsibilities and job description for the PROCESS IMPROVEMENT MANAGER position at 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 PeopleHub 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 PeopleHub, by clicking on ‘referral tracking.’ For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email MyReferral@compass-usa.com.
Job Summary
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 AskSiteOps 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.
Key Responsibilities
- Serve as primary oversight for process flow and operational standards across Hypercare, AsksSiteOperations, 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 ServiceNow 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 AskSiteOps, 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.
Qualifications
- 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; capable of influencing matrixed environments.
- Experience with CMMS/CAFM systems; ServiceNow is strongly preferred.
Preferred Skills
- Lean/Six Sigma experience with proven project outcomes.
- ServiceNow workflow automation and dashboard creation.
- Ability to convert operational data into concise, executive-ready insights.
- Experience leading teams through process transitions and adoption of new tools.
- Strong documentation, process mapping, and change management capabilities.
Apply to ESFM Services today!
ESFM is a member of Compass Group USA
Click here to Learn More about the Compass Story
Associates at ESFM are offered many fantastic benefits.
- Medical
- Dental
- Vision
- Life Insurance/ AD
- Disability Insurance
- Retirement Plan
- Paid Time Off
- Holiday Time Off (varies by site/state)
- Associate Shopping Program
- Health and Wellness Programs
- Discount Marketplace
- Identity Theft Protection
- Pet Insurance
- Commuter Benefits
- Employee Assistance Program
- Flexible Spending Accounts (FSAs)
- Paid Parental Leave
- Personal Leave
Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_ESFM.pdf
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.
Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/
Applications are accepted on an ongoing basis.
Eurest Services maintains a drug-free workplace.
Req ID:1511738
ESFM
Julia Lari
Salary : $115,000 - $140,000