Process Manager

Position: Process Manager
Location: McLean, Virginia (Remote)
Duration: Contract
Job ID: 179656

Job Overview:
We are seeking a highly skilled and experienced Process Manager to oversee customer support quality and escalations. The ideal candidate will have 5–10 years of experience in customer-support operations, quality assurance, or compliance auditing. This role requires someone who can manage high-volume, rule-bound workflows, identify root causes behind recurring escalations, and implement effective solutions. Exceptional written communication and de-escalation skills are essential, as all customer correspondence is conducted via email. The candidate should also possess strong analytical abilities to independently run queries, analyze ticket data, and drive performance metrics.

Responsibilities:

• Set the standard for tone, clarity, and empathy in customer correspondence, including macros and agent replies.
• Personally handle the most challenging tier-2 written recoveries.
• Audit high-volume workflows to identify recurring escalation drivers and implement fixes.
• Self-serve on ticket/Zendesk data to manage reopen rates and resolution times, and conduct quarterly macro audits.
• Design and standardize tier-2 triage and root-cause tracking workflows from scratch.
• Develop and implement standard operating procedures (SOPs) and workflows that are adopted by the team.
• Collaborate with cross-functional teams to ensure root-cause findings are acted upon by upstream teams.

Qualifications:

• 5–10 years of experience in customer-support operations, quality assurance, compliance auditing, or high-volume regulated workflows.
• Experience in contact-center or customer experience (CX) is a plus.
• Exceptional written communication and de-escalation skills, with a proven track record of managing high-volume written customer correspondence.
• Strong QA/audit and root-cause analysis skills, with the ability to turn findings into actionable solutions.
• Data fluency, including the ability to independently query and interpret data (SQL, Trino, or BI tools are a plus).
• Proven experience in process design and standardization, with a history of building and implementing effective workflows.
• Strong cross-functional stakeholder communication skills, with the ability to influence teams without direct authority.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit

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Pay Range: $45/hr - $55/hr

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

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During the hiring process, we may use artificial intelligence (AI) tools to assist in evaluating information related to your application. These tools may help analyze job-related qualifications or assist recruiters in reviewing applications and interview responses. AI-generated information is one factor considered in our hiring process. Final employment decisions are made by qualified hiring personnel and are not based solely on AI-generated recommendations.

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