Process Manager – US IT Services Process
Company: Ace Web Solutions
Location: CXO Suites, IT Park, Panchkula
Job Type: Full time | Work From Office
Salary: ₹10,00,000 – ₹12,00,000 per annum
Experience: 7–10 Years
Process: US IT Services / US Client Operations
About the Role
Ace Web Solutions is looking for an experienced Process Manager to manage and optimize our US IT services process. The ideal candidate will be responsible for overseeing day-to-day operations, maintaining service quality, managing teams, improving processes, and ensuring an excellent experience for our US-based clients.
This is a US-facing role, so exceptional spoken and written English, professional communication, and the ability to confidently communicate with American clients are essential.
Key Responsibilities
Manage daily operations for the US IT support and technical services process.
Monitor and improve workflows across sales, customer support, dispatch, remote IT support, and field technician services.
Ensure US clients receive timely, professional, and high-quality service.




Monitor team performance, productivity, KPIs, SLAs, and customer satisfaction.
Coordinate with Assistant Process Managers, Managers, sales, dispatch, technical support, and field-service teams.
Ensure technicians are properly scheduled and dispatched based on customer requirements and location.
Handle escalations from clients and internal teams and ensure timely resolution.
Conduct regular quality checks on calls, emails, tickets, and customer interactions.
Identify process gaps and implement SOPs, quality controls, and operational improvements.
Prepare and review daily/weekly performance reports for management.
Work closely with senior management/CXOs on process improvement and business growth initiatives.
Train, coach, and mentor team members on US customer communication, processes, and service standards.
Ensure compliance with company policies, documentation standards, and client SLAs.
Use CRM, ticketing, communica

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