Job Description

Process Manager

LHH is actively seeking a Process Manager for one of our top clients in McLean, Virginia! This will be a long term contract opportunity with our client and will be a 100% Remote opportunity.

Who We're Looking For

We're looking for an experienced operator with 5–10 years of experience in customer support operations, quality assurance, compliance auditing, or other high-volume, rule-driven environments. You're someone who can operate effectively in complex workflows, identify the root causes behind recurring escalations, and turn those insights into measurable improvements.

Because all customer correspondence is handled by email, exceptional written communication and de-escalation skills are non-negotiable. You know how to communicate with clarity, empathy, and precision—and you're comfortable personally handling the most challenging Tier 2 written recoveries.

We also need someone who brings strong analytical ownership to the role. You should be comfortable independently querying and analyzing ticket data, monitoring performance metrics, and using data to identify opportunities for improvement rather than relying on an analyst to pull the numbers.

This role is about more than managing a queue. You'll be energized by diagnosing why escalations happen, addressing the underlying drivers, and closing the gap so the same issues don't keep coming back.

Key Skills & Experience

• Written Communication & De-escalation — Every customer interaction is written, so the quality of communication matters. You'll set the standard for tone, clarity, and empathy across macros and agent responses while personally owning the most complex Tier 2 written recoveries. Look for experience managing high-volume written customer correspondence—not simply internal documentation.
• QA, Audit & Root-Cause Analysis — The core mandate is to understand why tickets escalate and eliminate recurring drivers. You should have experience auditing high-volume workflows, identifying patterns and root causes, and translating findings into fixes that were actually implemented.
• Data Fluency & Self-Service Analytics — Our key performance metrics include reopen rate and resolution time. You'll be expected to independently work with ticket/Zendesk data, manage performance against those metrics, and conduct the quarterly macro audit. Experience querying and interpreting data using SQL, Trino, BI tools, or similar is a strong plus.
• Process Design & Standardization — You'll build the Tier 2 triage and root-cause tracking workflow from the ground up and help standardize escalation handling. We're looking for someone who has designed SOPs, workflows, or operating processes that teams actually adopted and used.
• Cross-Functional Stakeholder Communication — Identifying a root cause only creates value if the right upstream team acts on it. You should be comfortable communicating findings, influencing partner teams, and driving action without relying on direct authority.

Ideal Background

Experience: 5–10 years Domains: Customer support operations, QA/compliance auditing, high-volume or regulated workflows; contact-center/CX experience is a plus

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