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Artech
Process ManagerArtech • Mc Lean, VA, United States
Process Manager

Process Manager

Artech • Mc Lean, VA, United States
8 days ago
Salary
$40.00–$50.00 hourly
Job type
  • Full-time
Job description

Process Manager

Location: Remote in EST hours

Duration: 6+ months

Pay Range: $40-50/hr on W2 without benefits

Introduction: We are seeking a highly skilled and experienced professional to join our team in managing customer support quality and escalations. The ideal candidate will have a strong background in customer-support operations, quality assurance, or compliance auditing, with the ability to independently analyze data and drive process improvements.

Required Skills & Qualifications:

  • 510 years of experience in customer support operations, quality assurance, compliance auditing, or high-volume regulated workflows.
  • Exceptional written communication and de-escalation skills, particularly in email correspondence.
  • Proven ability to independently run queries, analyze ticket data, and manage performance metrics.
  • Experience in process design and standardization, with a track record of building and implementing workflows/SOPs.
  • Must have previous client experience working for this customer in the past 5 years.
  • Experience in contact-center/CX environments.
  • Data fluency with tools like SQL, Trino, or BI platforms.
  • Strong cross-functional stakeholder communication skills.

Day-to-Day Responsibilities:

  • Set the standard for tone, clarity, and empathy in customer correspondence, handling complex tier-2 written recoveries.
  • Conduct root-cause analysis to identify and resolve recurring escalation drivers.
  • Build and standardize tier-2 triage and root-cause tracking workflows.
  • Communicate effectively with upstream teams to ensure root-cause issues are addressed.

Company Benefits & Culture:

  • Competitive salary and benefits package.
  • Collaborative and inclusive work environment.
  • Opportunities for professional growth and development.
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Process Manager • Mc Lean, VA, United States

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