Customer Service & Support Manager – Premium Service

PNC

. Lead and develop leaders and consultants within the Premium customer service organization .

Posted 11/4/2026full-timeUnited StatesSeniorLead💰 $77,000 - $171,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer care operations and driving strategic initiatives to enhance customer experience and operational performance. Proven ability to develop leaders, foster inclusive cultures, and implement data-driven solutions for high-valued customer segments.

Highest-signal resume keywords

Customer Care LeadershipStrategic Planning ExecutionData-Driven Decision-MakingChange ManagementPerformance Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center OperationsMulti-Channel Customer ServiceProcess OptimizationAnalytical SkillsProblem-SolvingPerformance ReportingClient Experience ManagementOperational Standards SettingTrend IdentificationRisk Management

Soft Skills

Communication SkillsCoaching and MentoringInfluencing SkillsEngagement and MotivationInnovative Mindset

Industry Keywords

Customer ExperienceMass Affluent SegmentHigh Valued CustomersContinuous ImprovementOrganizational ChangeInclusive CultureNPS (Net Promoter Score)Client Service OrganizationBusiness OutcomesStakeholder Communication

About the role

Key responsibilities & impact

Lead and develop leaders and consultants within the Premium customer service organization
Drive strategic initiatives improving customer experience, operational performance, and business outcomes across PNC's Mass Affluent segment
Use 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 accountability, engagement, innovation, and continuous improvement
Champion change initiatives through clear communication and leadership
Ensure consistent, high-quality customer experiences across multiple service channels for High Valued Customers
Serve as a thought leader identifying emerging opportunities and challenges and developing strategies
Own daily operations of a specialized client service organization
Act as an escalation point and subject matter resource
Coach and mentor client service and support teams
Lead client experience and performance outcomes
Communicate current performance to internal and external stakeholders and contribute to global business strategy
Collaborate with enterprise partners to enhance client experience outcomes
Manage real-time operations to improve business, client, and employee outcomes
Ensure accurate and timely reporting
Conduct local problem solving, own issues, and share continuous improvement opportunities with leadership
Identify department-level trends
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
Plan, organize, direct, analyze, and evaluate supervisors, staff, and processes
Set performance and operating standards for client support supervisors and team members
Manage risk, customer focus, inclusive teams, values, change, results, and talent development expectations

Requirements

What you’ll need

Experience leading customer care, contact center, or service operations teams within a complex organization
Demonstrated ability to develop and execute strategic plans driving 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 focus on end-to-end solutions and driving NPS
Proven success leading organizational change, process optimization, and continuous improvement initiatives
Data-driven decision-making 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 to articulate vision, strategy, and business priorities
Innovative mindset and ability to identify new opportunities to improve service delivery
Demonstrated thought leadership and intellectual curiosity focused on enhancing customer experience
University/college degree typically required for roles at this level
8+ years of industry experience typically required
At least 5 years of prior management experience typically required
Bachelor's degree required
In lieu of a degree, a comparable combination of education, job-specific certifications, and experience, including military service, may be considered
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
No required certifications or licenses
No required or preferred language assessments

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, unless otherwise required by law
15 to 25 vacation days each year, depending on career level and years of service
Remote work may be available in select geographic locations, subject to approval
Home-based workspace arrangement when approved for remote work