Customer Service & Support Manager - Premium Service

About this role

Position Overview
At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Customer Service & Support Manager - Premium Service within PNC's Client Care Center organization, you will be based remotely.
Position Overview
As a Customer Service & Support Manager, 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.
You will collaborate with partners across the enterprise to develop and execute service strategies, improve customer experiences, and drive continuous improvement initiatives. Success in this role requires a leader who can balance strategic thinking with operational execution, use data to inform decisions, and inspire teams through change.
The ideal candidate is an innovative and intellectually curious leader who can navigate a large organization, build strong partnerships, influence outcomes, and create an environment where employees are engaged, empowered, and focused on delivering exceptional customer service.

What You'll Do
•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 PNCs 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.

Preferred Experience & Competencies
•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.This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.
Job Description

• Owns the daily operations of a specialized client service organization that performs elevated, personalized client service activities, acts as an escalation point and subject matter resource, and actively coaches and mentors the client service and support team. Leads and directs the overall client/client experience and outcomes in order to deliever consistently elevated performance outcomes. Delivers PNC's standard of service to clients and service partners.

• Communicates with internal and external stakeholders on current performance and contributes to the global business strategy. Collaborates with key partners across the enterprise to enhance client experience outcomes. Responsible for the real time management to enhance the business, client, and employee outcomes for the organization.

• Ensures that reporting is accurate and is completed in a timely manner. Manages and /or conducts problem solving locally to ownissues and share continuous improvement opportunities to the appropriate levels leadership. Identifies department-level trends.

• Manages escalated issues and interacts with clients. Manages and owns the end-to-end client experience journey.

• Inspires, motivates, coaches and develops front-line leaders and staff. Leads and encourages ownership of change efforts and all outcomes.

• Effectively plans, organizes, directs, analyzes and evaluates supervisors, staff and processes. Manages and sets the performance and operating standards for the client support supervisors and team members.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

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Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.

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Managing Risk - Assessing and…