Customer Service & Support Manager – CCC Group Lead

PNC

. Own the daily operation of a customer service organization .

Posted 9/18/2026full-timeNorth Carolina • United StatesSenior💰 $77,000 - $171,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Experience Management and effective communication while leading diverse teams to drive change and innovation. Proven ability to manage operations, enhance performance, and deliver results in a customer service environment.

Highest-signal resume keywords

Customer Experience ManagementDecision Making and Critical ThinkingEffective CommunicationsProblem SolvingCustomer Service

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Care Center LeadershipPerformance ManagementRisk ManagementData ReportingChange Management

Soft Skills

AccountabilityRelationship BuildingCoachingMotivating TeamsResults-Oriented

Industry Keywords

Continual Improvement ProcessCustomer InteractionsFraud Detection and PreventionTech SavvyDiversity and Inclusion

About the role

Key responsibilities & impact

Own the daily operation of a customer service organization
Lead and direct customer/client experience and outcomes to optimize performance
Deliver the CARES model to customers and service partners
Communicate with internal and external stakeholders on current performance
Contribute to global business strategy
Manage real-time operations to enhance business, customer, and employee outcomes
Ensure reporting is accurate and completed in a timely manner
Conduct local problem solving and escalate issues appropriately
Share continuous improvement opportunities with leadership
Identify department-level trends
Manage escalated issues and interact with customers
Manage the customer experience process
Inspire, motivate, coach, and develop frontline leaders and staff
Lead ownership of change efforts and outcomes
Plan, organize, direct, analyze, and evaluate supervisors, staff, and processes
Set performance and operating standards for customer support supervisors and team members
Manage risk and ensure alignment with PNC's Enterprise Risk Management Framework
Cultivate diverse teams and inclusive workplaces
Drive change and innovation
Deliver results and develop employees and customers

Requirements

What you’ll need

Successful candidates should have previous Customer Care Center leadership experience
University / college degree typically required for roles at this level
Bachelor's degree listed under Education
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
Preferred skills: Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support
Competencies: Customer Experience Management, Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Problem Solving, Products and Services, Tech Savvy
No required certifications
No required licenses
No required or preferred language assessments
Must work from a quiet, secure, and confidential home-based workspace if approved for remote work
PNC will not provide sponsorship for employment visas or participate in STEM OPT

Benefits

Comp & perks

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 plan
Stock purchase plan
Dependent care reimbursement account
Back-up child/elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select programs fully paid
Robust wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year
15 to 25 vacation days each year, depending on career level