{"id":2357136,"url":"https://alion.io/job/foundever-process-improvement-peak-os-manager","title":"Process Improvement & PEAK OS Manager","company":{"id":6940,"name":"Foundever","domain":"foundever.com","url":"https://alion.io/company/foundever","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":{"min":40000,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":52940},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ISO 27001","optional":false},{"name":"Microsoft Office","optional":true},{"name":"Power BI","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-12T14:58:01Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-14T20:32:32Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Process Improvement & PEAKOS Manager\nSalary: £40,000 per annum\nContract: Permanent\nHours: 37.5 hours per week\nLocation: Remote, UK\nTravel: Minimal occasional business travel, with expenses compensated in line with company policy.\nAbout Foundever®\nFoundever® 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.\nOur innovative CX solutions, technology and expertise help our clients meet their operational needs and deliver seamless customer experiences in the moments that matter.\nThe Role\nAre you passionate about continuous improvement, operational excellence and using data to drive meaningful business results?\nWe’re looking for a Process Improvement & PeakOS Manager to join our Performance Improvement function, supporting operational excellence across our US and EMEA markets.\nThis 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.\nA 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.\nWe’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.\nWhat You’ll Be Responsible For\nPerformance improvement: Monitor operational results, identify trends and root causes, and lead initiatives that improve customer satisfaction, productivity, quality and profitability.\nPeakOS assurance: Conduct quarterly assessments across all ten PeakOS principles, evaluating evidence of effective implementation rather than simply checking that processes are documented.\nCorrective action management: Maintain action plans with clear ownership, deadlines and measurable outcomes, ensuring identified gaps are resolved and improvements sustained.\nData-driven decision-making: Use VBM, iCoach, quality scores and financial metrics to identify opportunities and prioritise improvement activities.\nOperational governance: Review coaching effectiveness, root cause analysis, BOT progress, calibration, attrition, recruitment, onboarding, talent development and security compliance.\nQuality management: Identify weaknesses in quality monitoring and operational processes, implementing practical solutions aligned with client commitments and Foundever standards.\nReporting and communication: Present performance trends, audit findings and recommendations clearly to stakeholders, from Team Managers to Country Leaders.\nWhat We’re Looking For\nExperience and qualifications\nAt least three years of contact centre management and/or performance improvement experience.\nHands-on experience with PeakOS implementation and compliance.\nExperience conducting operational audits and managing corrective action plans.\nA good understanding of contact centre operations, quality management and business performance metrics.\nKnowledge of continuous improvement methodologies, including Kaizen and DMAIC.\nA bachelor’s degree or equivalent professional experience.\nExperience with ISO 9001 and/or ISO 27001 is highly desirable.\nSkills and capabilities\nStrong analytical and problem-solving skills, with the confidence to challenge assumptions and identify genuine root causes.\nThe ability to evaluate coaching records, root cause analysis and action plans for quality and effectiveness.\nExcellent communication and stakeholder management skills, with the ability to influence and build relationships at all levels.\nStrong organisational skills and attention to detail, particularly when managing multiple audit cycles and corrective actions.\nA commercially minded approach, with an understanding of cost, revenue and gross margin.\nProficiency in Microsoft Office, particularly Excel and PowerPoint.\nFamiliarity with iCoach, VBM, Fishbone analysis and impact calculation tools.\nExperience with Power BI, Minitab, R or Python would be beneficial.\nExcellent written and spoken English, together with strong proficiency in the relevant local language.\nSix Sigma, ISO and COPC certifications would be an advantage.\nWhat Does Success Look Like?\nYou’ll help ensure that performance improvement is more than a reporting exercise. Success means identifying the right issues, challenging constructively, securing accountability and ensuring actions deliver measurable results.\nThrough your work, you’ll strengthen PeakOS compliance, improve operational performance and help teams embed sustainable improvements across our business.\nWhy Join Foundever®?\n£40,000 annual salary in a permanent position.\nFully remote working from the UK, giving you the flexibility to work from home.\n37.5-hour working week.\nMinimal occasional business travel, with expenses compensated in line with company policy.\nThe opportunity to influence operational excellence across international markets.\nThe chance to work collaboratively with cross-functional teams and make a tangible impact on business performance.\nReady to Make a Difference?\nIf you’re passionate about operational excellence, confident using data to drive change and committed to ensuring improvements translate into real results, we’d love to hear from you.\nJoin Foundever® and help shape better performance, stronger standards and exceptional customer experiences.","description_format":"text","description_chars":5754,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-12T14:58:01Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-14T06:20:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":17,"reasons":["conf:4","win:early","comp:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":52940,"is_top_pay":false},"html_url":"https://alion.io/job/foundever-process-improvement-peak-os-manager","json_url":"https://alion.io/job/foundever-process-improvement-peak-os-manager.json","meta":{"generated_at":"2026-10-14T22:38:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30569,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6940},"rest":"https://alion.io/mcp/rest/get_company?id=6940"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffoundever-process-improvement-peak-os-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffoundever-process-improvement-peak-os-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffoundever-process-improvement-peak-os-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/foundever-process-improvement-peak-os-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffoundever-process-improvement-peak-os-manager"}]}