Customer Service & Support Manager - Premium Service

PNC

6d•$77,000 - $171,500•Remote

About The Position

The Customer Service & Support Manager leads a specialized Premium client service organization within PNC’s Client Care Center. The role owns daily operations and end-to-end client experience outcomes, leads and develops front-line leaders and staff, and delivers consistently elevated service across multiple channels for High Valued Customers in PNC’s Mass Affluent segment. The manager serves as an escalation point and subject matter resource, manages escalated client issues, and coaches and mentors the service and support team. The manager collaborates across the enterprise to shape service strategies, improve client experiences, and advance business outcomes. Responsibilities include real-time operational management; using data and reporting to identify trends and improvement opportunities; setting performance and operating standards; and leading change and continuous improvement. The position contributes to business strategy and communicates performance to internal and external stakeholders. The position is based remotely and may be eligible for remote work in select geographic locations, subject to PNC approval. If approved, work must take place in a quiet, secure, confidential home workspace. Occasional in-office participation may be required based on business needs. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Bachelor’s degree required; a comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
Typically 8 or more years of industry experience.
Typically at least 5 years of prior management experience.
Experience leading customer care, contact center, or service operations teams within a complex organization.
Experience developing and executing strategic plans that drive measurable business and customer outcomes.
Strong background in contact center operations and multi-channel customer servicing environments.
Experience supporting and delivering a value proposition while engaging a High Valued Customer portfolio.
Customer-centric approach focused on end-to-end solutions and driving NPS.
Success leading organizational change, process optimization, and continuous improvement initiatives.
Data-driven decision-making, analytical skills, and problem-solving ability.
Ability to influence and collaborate across multiple business functions and leadership levels.
Experience creating inclusive, high-performing cultures and developing and coaching leaders.
Strong communication skills and ability to articulate vision, strategy, and business priorities.
Innovative mindset and ability to identify opportunities to improve service delivery.
Thought leadership, intellectual curiosity, and a passion for enhancing customer experience.
Competencies include accuracy and attention to detail, client relationship management, customer experience management, decision-making and critical thinking, effective communications, influencing, managing multiple priorities, problem solving, process management, and products and services.
Must demonstrate customer focus and the ability to assess and manage risk.
No required certifications or licenses.

Nice To Haves

Higher-level education such as a master’s degree or PhD, or relevant certifications, is desirable.
Experience supporting and delivering value propositions while engaging a High Valued Customer portfolio.

Responsibilities

Lead and develop leaders, consultants, supervisors, and staff within the Premium customer service organization.
Own daily operations of a specialized client service organization and manage real-time operational performance.
Drive strategic initiatives to improve customer experience, operational performance, and business outcomes across PNC’s Mass Affluent segment.
Ensure consistent, high-quality, elevated client service across multiple service channels for High Valued Customers.
Use data, trends, reporting, and performance insights to identify opportunities, department-level trends, and implement solutions.
Partner across business lines and the enterprise to influence service strategies, customer care enhancements, and process improvements.
Communicate current performance to internal and external stakeholders and contribute to global business strategy.
Ensure reporting is accurate and completed in a timely manner.
Manage or conduct local problem solving, own issues, and share continuous improvement opportunities with appropriate leadership.
Manage escalated issues and interact with clients; own the end-to-end client experience journey.
Inspire, motivate, coach, and develop front-line leaders and staff.
Lead and encourage ownership of change efforts and outcomes, fostering accountability, engagement, innovation, and continuous improvement.
Plan, organize, direct, analyze, and evaluate supervisors, staff, and processes.
Set performance and operating standards for client support supervisors and team members.
Assess and manage risks associated with business objectives and activities in accordance with PNC’s Enterprise Risk Management Framework.
Cultivate diverse and inclusive teams, role-model PNC values, enable change, take ownership of results, and develop employees.

Benefits

Medical and prescription drug coverage, with a Health Savings Account feature
Dental insurance
Vision insurance
Employee and spouse/child life insurance
Short- and long-term disability protection
401(k) with PNC match
Pension plan
Stock purchase plan
Dependent care reimbursement account
Back-up child and elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select fully paid programs
Wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
15 to 25 vacation days each year, depending on career level
Incentive compensation based on company, business, and/or individual performance