Manager, Customer Advocate

How will you make a difference to PMI?

PMI is looking for a Manager, Customer Advocate who will be responsible for facilitating and driving change across the group by applying the enterprise business strategies and working broadly with a cross-functional teams to drive global customer centricity. The role is accountable for making decisions while displaying business acumen for the decisions made (ROI) along with transparency to the decisions. Monitor industry landscape for area of responsibility to ensure alignment with best practices and relevancy.

What you’ll bring to the role:

• Lead customer support strategy and design governance framework, engaging with needed key stakeholders globally to define and prioritize initiatives based on PMI’s overall strategy and Customer support priorities.
• Establish a strategic roadmap to optimize the value for Customer Support stakeholder groups, identifying and driving prioritized execution of initiatives to create a value-add service for the customers of the organization.
• Review opportunities within Customer support and foster ongoing interdepartmental process improvements to position the support to adapt and thrive in an ever-evolving business landscape in order to enhance PMI's relevance both now and in the future.
• Serve as liaison between their employees, supervisors, and the project team, providing information from the team to their direct reports.
• Identify and raise valid functionality needs and concerns during the implementation phase of projects.
• Oversee the integration or consolidation of major Customer Support platforms including the cloud-based contact center infrastructure platforms.
• Monitor the Customer Support marketplace and other industries to identify trends and new capabilities to incorporate into the service strategy.
• Collaborate regularly with relevant vendors to understand and stay current with the new functional and technical capabilities and to understand their roadmap.

Role Qualifications:

• Bachelor’s degree within a related field (required).
• 15+ years of professional work experience in a Customer Service or related field.
• 10+ years of leadership experience managing global customer support of 100+ people (required).
• 3-5 years’ experience with large language models (LLM) in customer support environment.
• 5-7 year of experience leveraging Workforce Optimization Platforms with modules such as Conversational Intelligence and workforce management.
• 3-5 years of demonstrated experience with change management and training within a customer support environment.
• Experience and ability to lead direct reports towards a common vision.