Position OverviewAs a Customer Service & Support Group Lead within PNC's Customer Care Center organization, you will lead a team of Customer Service & Support Supervisors and frontline representatives supporting Core Service operations. This role is responsible for driving service excellence, employee engagement, operational performance, and client satisfaction while ensuring alignment with business objectives and customer experience expectations. Successful candidates should have previous Customer Care Center leadership experience.
Shift: Closing Midnight shift
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 operation of a customer service organization. Leads and directs the overall customer/client experience and outcomes in order to optimize performance. Delivers CARES model to customers and service partners.
- Communicates with internal and external stakeholders on current performance and contributes to the global business strategy. Responsible for the real time management to enhance the business, customer, and employee outcomes for the organization.
- Ensures that reporting is accurate and completed in a timely manner. Manages and /or conducts problem solving locally to own to issues and share continuous improvement opportunities to the appropriate level leadership. Identifies department-level trends.
- Manages escalated issues and interacts with customers. Manages the customer experience process.
- 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 customer 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.
QualificationsSuccessful 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.
Preferred SkillsAccountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support
CompetenciesCustomer Experience Management., Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Problem Solving, Products and Services, Tech Savvy
Work ExperienceRoles 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.
EducationBachelors
CertificationsNo Required Certification(s)
LicensesNo Required License(s)
Language Assessments
No Required or Preferred Language Assessments
Pay TransparencyBase 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 WindowGenerally, this opening is expected to be posted for two business days from 09/11/2026, although it may be longer with business discretion.
BenefitsPNC 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.
