Customer Service & Support Manager - Premium Service

PNC Bank NA; United States; Remote; USD 77,000 - 172,000; Full time

Benefits offered by this job

Medical coverage

401(k) with match

Paid time off

Wellness program

Job summary

PNC is seeking a Customer Service & Support Manager - Premium Service, primarily remote, to lead a multi-channel client care team. You will guide leaders and consultants, shape service strategy, and partner with enterprise teams to improve customer experiences while driving operational excellence.

The role emphasizes data-driven decisions and change leadership. The successful candidate will have senior-level experience in customer care, a track record of strategic execution, and a passion for

Qualifications

• University degree required; higher education desirable.
• Experience in customer care or contact center operations is preferred.
• Ability to manage multiple priorities in a complex environment.

Responsibilities

• Lead and develop leaders and consultants within the Premium customer service organization.
• Drive strategic initiatives to improve customer experience and operational performance across Mass Affluent segment.
• Utilize data, trends, and performance insights to identify opportunities and implement solutions.
• Partner across business lines to influence service strategies and process improvements.
• Foster accountability, engagement, innovation, and continuous improvement.
• Champion change initiatives with clear communication and leadership.
• Ensure a consistent, high-quality customer experience across multiple service channels for High Value Customers.
• Serve as a thought leader identifying opportunities and addressing challenges.

Skills

Accurate attention to detail

Client relationship management

Customer experience management

Decision making

Effective communications

Influencing

Prioritization

Problem solving

Process management

Products and services knowledge

Education

Bachelor's degree (Required)

Job description

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 deliver 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 own issues 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: 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. Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results.
• Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Competencies

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, Products and Services

Work Experience

Roles at this level typically require a university / college degree. Higher level education such as a Masters 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.

Education

Bachelors (Required)

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Language Assessments

No Required or Preferred Language Assessments

Pay Transparency

Base Salary: $77,000.00 – $171,500.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 11/03/2026, although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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.

In addition, PNC generally provides the following paid time off, depending on your eligibility: 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. To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [e-mail]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

Check out the top reasons to join PNC.

PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more. The benefits and programs highlighted below are just a sampling of what PNC offers its employees. To learn more, visit our Total Rewards page. For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship-based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work. Being a great place to work means we are making a lasting difference for everyone we serve.