Remote Premium Client Care Leader

PNC Financial Services Group; Pittsburgh (Allegheny County); Remote; USD 77,000 - 172,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) with company match

Paid time off and holidays

Wellness programs

Job summary

PNC Financial Services Group seeks a Customer Service & Support Manager - Premium Service to lead a multi‑channel premium client care organization. This remote role focuses on strategic direction, coaching leaders, and driving exceptional client experiences aligned with enterprise goals.

You will guide initiatives across mass affluent segments, leverage performance data, and partner with cross‑functional teams to enhance service delivery while maintaining strong change leadership and

Qualifications

• University/college degree required for level.
• Advanced education (Masters/PhD/certs) desirable.
• Experience leading customer care, contact center, or service operations teams.

Responsibilities

• Lead and develop leaders and consultants within Premium customer service.
• Drive strategic initiatives to improve customer experience and business outcomes.
• Use data 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 high-quality customer experience across multiple service channels for High Valued Customers.
• Serve as a thought leader addressing opportunities and challenges.

Skills

Leadership

Strategic thinking

Data-driven decision making

Communication

Project management

Change management

Collaboration

Problem solving

Customer experience

Education

Bachelor’s degree (Required)

Masters/PhD/Certifications desirable

Job description

PNC Financial Services Group seeks a Customer Service & Support Manager - Premium Service to lead a multi‑channel premium client care organization. This remote role focuses on strategic direction, coaching leaders, and driving exceptional client experiences aligned with enterprise goals.

You will guide initiatives across mass affluent segments, leverage performance data, and partner with cross‑functional teams to enhance service delivery while maintaining strong change leadership and