Process Manager – US IT Services Process

Company: Ace Web Solutions

Location: CXO Suites, IT Park, Panchkula

Job Type: Full-Time | Work From Office

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, skilled 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, communication,



and reporting systems effectively.
- Take ownership of overall process performance and continuously identify opportunities for optimization.

What We're Looking For
- 7–10 years of experience in process management, operations management, BPO, IT services, MSP, technical support, or a similar environment.
- MBA — Preferred.
- Bachelor's degree in any relevant discipline.
- Excellent command of spoken and written English — Mandatory.
- Strong understanding of US customer communication and business etiquette.
- Experience managing teams and monitoring operational KPIs.
- Strong understanding of SOPs, workflows, SLAs, quality management, and process improvement.
- Strong problem-solving and escalation-management skills.
- Excellent organizational and multitasking abilities.
- Comfortable working with CRM, ticketing, reporting, and communication platforms.
- Ability to analyze operational data and take corrective action.
- Strong leadership, ownership, and decision-making skills.
- Professional attitude with the ability to work with US clients and internal leadership.
- Willingness to work according to US business hours and assigned shifts — Mandatory.

Preferred Experience Candidates with experience in any of the following will be preferred:
- US-based B2B/B2C process management
- Managed IT Services / MSP
- Technical support or helpdesk operations
- Field service / technician dispatch
- IT infrastructure and network support
- Customer success or service operations
- US sales or technical support processes
- Call quality and performance management





Key Performance Areas The successful candidate will be responsible for improving: Process Efficiency | SLA Compliance | Customer Experience | Team Productivity | Quality | Escalation Management | Technician Utilization | Revenue Support

Mandatory Work RequirementsWork From Office

This is a Work From Office (WFO) position supporting US IT Services / US Client Operations.

Candidates must be willing and able to work from the office according to their assigned shift.

Shift Flexibility

Candidates must be comfortable working in any of the following shifts:

- 5:00 PM – 12:00 AM
- 5:00 PM – 2:00 AM
- 7:00 PM – 4:00 AM
- 9:00 PM – 6:00 AM
- 12:00 AM – 9:00 AM
- 3:00 AM – 12:00 PM

Flexibility to work the assigned shift is mandatory.

Working Environment

- Location: CXO Suites, IT Park, Panchkula
- Work Mode: Work From Office
- Process: US IT Services / US Client Operations
- Experience: 7–10 Years
- Salary: ₹10,00,000 – ₹12,00,000/Year, depending on experience and capabilities
- MBA: Preferred
- English Fluency: Mandatory
- Shift Flexibility: Mandatory
- Opportunity to work directly with senior management and contribute to a growing US-focused IT services business.

Why Join Ace Web Solutions? Join a growing technology services organization supporting customers and businesses across the United States. This role offers the opportunity to take ownership of a complete US IT services process, build high-performing teams, and directly influence operational growth and customer experience.

Apply now if you have strong leadership skills, excellent English communication, 7–10 years of relevant experience, and the ability to manage a high-performance US IT services operation.

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Benefits

- Commuter assistance
- Flexible schedule
- Food provided
- Paid sick time
- Paid time off

Work Location: In person

📌 Process Manager (Panchkula)
🏢 Geek Techs Pro
📍 Panchkula