CX Process Manager - Quality & Escalations (Remote)

PTR Global; McLean (VA); Hybrid; USD 62,000 - 76,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401K contributions

PTO and sick leave

Job summary

PTR Global is seeking a Process Manager to oversee customer support quality and escalations in McLean, Virginia (Remote). This contract role demands 5–10 years in customer-support operations, QA, or compliance auditing with strong skills in de-escalation, data analysis, and SOP design.

You will shape tier-2 workflows, supervise high-volume processes, and drive cross-functional root-cause fixes. Qualified candidates will demonstrate experience with SQL/BI data interrogation, messaging tone

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.
• Strong QA/audit and root-cause analysis skills with the ability to turn findings into actionable solutions.
• Data fluency to query and interpret data (SQL, Trino, or BI tools are a plus).

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.

Skills

Customer-support operations

Quality assurance

Compliance auditing

Written communication

Data querying

Tools

SQL

Trino

BI tools

Job description

PTR Global is seeking a Process Manager to oversee customer support quality and escalations in McLean, Virginia (Remote). This contract role demands 5–10 years in customer-support operations, QA, or compliance auditing with strong skills in de-escalation, data analysis, and SOP design.

You will shape tier-2 workflows, supervise high-volume processes, and drive cross-functional root-cause fixes. Qualified candidates will demonstrate experience with SQL/BI data interrogation, messaging tone