Assistant Process Manager – US IT Services Process

Company: Ace Web Solutions
Location: CXO Suites, IT Park, Panchkula
Job Type: Full-Time | Work From Office
Experience: 3–5 Years
Process: US IT Services / US Client Operations

About the Role

Ace Web Solutions is looking for an experienced Assistant Process Manager to support the management and optimization of our US IT services process. The ideal candidate will assist in overseeing day-to-day operations, maintaining service quality, supporting team performance, improving processes, and ensuring an excellent experience for our US-based clients.

This is a US-facing role, so excellent spoken and written English, professional communication, and the ability to confidently communicate with American clients are essential.

Key Responsibilities
- Assist in managing daily operations for the US IT support and technical services process.
- Support and improve workflows across sales, customer support, dispatch, remote IT support, and field technician services.
- Ensure US clients receive timely, skilled, and high-quality service.




- Monitor team performance, productivity, KPIs, SLAs, and customer satisfaction.
- Coordinate with Process Managers, Managers, sales, dispatch, technical support, and field-service teams.
- Assist in ensuring technicians are properly scheduled and dispatched based on customer requirements and location.
- Handle client and internal escalations and ensure timely resolution.
- Conduct regular quality checks on calls, emails, tickets, and customer interactions.
- Identify process gaps and assist in implementing SOPs, quality controls, and operational improvements.
- Prepare daily and weekly performance reports for management.
- Support the Process Manager and senior management with 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 stand

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