PROCESS IMPROVEMENT MANAGER

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.