[Hiring] Customer Service & Support Manager @PNC

Role Description

As a Customer Service & Support Manager - Premium Service within PNC's Client Care Center organization, you will lead a team responsible for delivering exceptional client experiences while driving operational excellence across a complex, multi-channel service environment. This role serves as a strategic leader who influences customer care operations, enhances service delivery, and ensures business outcomes align with organizational objectives.

• Lead and develop leaders and consultants within the Premium customer service organization.
• Drive strategic initiatives that improve customer experience, operational performance, and business outcomes across PNC's Mass Affluent segment.
• Utilize data, trends, and performance insights to identify opportunities and implement solutions.
• Partner across business lines to influence service strategies, customer care enhancements, and process improvements.
• Foster a culture of accountability, engagement, innovation, and continuous improvement.
• Champion change initiatives while bringing employees along through clear communication and leadership.
• Ensure a consistent, high-quality customer experience across multiple service channels for High Valued Customers.
• Serve as a thought leader who identifies emerging opportunities and challenges and develops strategies to address them.

Qualifications

• Experience leading customer care, contact center, or service operations teams within a complex organization.
• Demonstrated ability to develop and execute 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 Value Proposition while engaging High Valued Customer Portfolio.
• Customer centric - focused on end-to-end solutions, driving NPS.
• Proven success leading organizational change, process optimization, and continuous improvement initiatives.
• Data-driven decision maker with strong analytical and problem-solving skills.
• Ability to influence and collaborate across multiple business functions and leadership levels.
• Experience creating inclusive, high-performing cultures while developing and coaching leaders.
• Strong communication skills with the ability to articulate vision, strategy, and business priorities.
• Innovative mindset with the ability to think beyond traditional approaches and identify new opportunities to improve service delivery.
• Demonstrated thought leadership and intellectual curiosity with a passion for enhancing the customer experience.

Requirements

• Roles at this level typically require a university/college degree.
• Higher level education such as a Master's degree, PhD, or certifications is desirable.
• Industry experience is typically 8+ years.
• At least 5 years of prior management experience is typically required.
• In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered.

Benefits

• Medical/prescription drug coverage (with a Health Savings Account feature).
• Dental and vision options.
• Employee and spouse/child life insurance.
• Short and long-term disability protection.
• 401(k) with PNC match, pension and stock purchase plans.
• Dependent care reimbursement account.
• Back-up child/elder care.
• Adoption, surrogacy, and doula reimbursement.
• Educational assistance, including select programs fully paid.
• A robust 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.
• Between 15 to 25 vacation days each year, depending on career level and years of service.