Assistant Process manager

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, professional, 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 standards, and client SLAs.Use CRM, ticketing, communication, and reporting systems effectively.Support the Process Manager in achieving overall process performance and operational targets.What We're Looking For 3–5 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 working with 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 identify areas requiring corrective action.Strong coordination, 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 managementManaged IT Services / MSPTechnical support or helpdesk operationsField service / technician dispatchIT infrastructure and network supportCustomer success or service operationsUS sales or technical support processesCall quality and performance managementKey Performance Areas The successful candidate will support improvements in: 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 AM5:00 PM – 2:00 AM7:00 PM – 4:00 AM9:00 PM – 6:00 AM12:00 AM – 9:00 AM3:00 AM – 12:00 PMFlexibility to work the assigned shift is mandatory. Working Environment Location: CXO Suites, IT Park, PanchkulaWork Mode: Work From OfficeProcess: US IT Services / US Client OperationsExperience: 3–5 YearsSalary: ₹6,00,000 – ₹8,00,000 /Year, depending on experience and capabilitiesMBA: PreferredEnglish Fluency: MandatoryShift Flexibility: MandatoryOpportunity to work closely with Process Managers and 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 develop your leadership and operations expertise, work closely with senior management, support a high-performing team, and contribute directly to the growth of a US-focused IT services operation. Apply now if you have strong coordination and leadership skills, excellent English communication, 3–5 years of relevant experience, and the ability to support a high-performance US IT services operation. Pay: ₹600,000.00 - ₹800,000.00 per year Benefits: Commuter assistanceFlexible scheduleFood providedPaid sick timePaid time offWork Location: In person