John Cartwright

Over the last eighteen years at Foundever, I’ve navigated a journey of professional growth and transformation, shaped by dedication, learning, and the guidance of remarkable mentors and leaders in our industry.

My career began in business broadband second line support as an agent, recommended by a friend who believed returning to my roots in technical support would be beneficial just after the birth of my daughter and it proved to be a wise decision! After starting on a small account, I underwent six weeks of intensive engineering training, mastering the intricacies of business broadband. This foundational experience was pivotal, thanks to mentors who invested in my education and challenged me to excel.

Within six weeks, I transitioned to a floor support role, a move that opened my eyes to the vast opportunities within the BPO and CX industry. From there, I embarked on a path of continuous advancement, engaging with diverse leaders and teams. Despite facing challenges and setbacks, I persisted, assuming roles including coach, team manager, and eventually, Operations manager for a major account. Together, with an exceptional management team, past site directors and many individuals, including Matt Cleveland, we transformed a struggling account into a long-standing success, showcasing the power of performance excellence and collaboration.

Throughout my journey, I’ve experienced the highs and lows inherent in a fast-paced environment. The hardest part of management was witnessing colleagues depart during business contractions. Yet, these experiences taught me resilience and adaptability, qualities essential for the ever-evolving and dynamic landscape of the BPO and CX industries.

A significant turning point came when I discovered my passion for project management. Embracing roles that focused on delivering client expectations underpinned by proven methodologies, I found immense satisfaction. As an EMEA project manager, I connected with teams across the region, relishing the opportunity to make a meaningful impact in our business.

Mentorship played a crucial role in this phase, with leaders like Marcus Schrader and Colin Baker providing invaluable guidance. Their influence encouraged me to pursue further development, achieving certifications in PRINCE2 Foundation and Practitioner, IBM Design Thinking, and AI Essentials. This commitment to learning propelled me forward, ultimately leading to my role as the Global Project Office Director and the opportunity to lead a fantastic team who challenged and drove me to grow as a people leader.

In this capacity, I collaborated with Directors and VPs from every market to establish standards and manage significant programs coming across. It is during this time that I worked with more mentors like Jonny Miller who taught me to challenge the status quo and believe in my ability. My journey culminates in my current position as the Transformation and Design Program Director. In this role, I lead initiatives that are driving innovation and change at a truly global level in both the business and industry. In this capacity, I work alongside my latest mentor Ana Athayde a Woman in CX powerhouse of innovation and technology leader. I am humbled by the willingness to listen and provide guidance; without her knowledge I could not further improve and develop my skills.

Looking back, I realize Foundever offered two paths: seeing it as a job paying the bills and making great friends, or embracing it as an opportunity for growth and connection with those colleagues that want you to do better. I chose the latter, driven by the desire to learn, contribute, and make a meaningful change to those around me. The relationships I’ve built, the challenges I’ve overcome, and the support I’ve received have enriched my professional life.

Starting as an agent, evolving through roles of increasing responsibility, my journey at Foundever has been a testament to the power of mentorship, adaptability, and passion. I’ve led transformative projects, collaborated with visionary leaders, and played a role in the company’s digital evolution. As I approach the next chapter, I remain committed to embracing the future of technology and innovation, ready to contribute to Foundever’s continued success.