Associate Manager, Customer Support | PGIM Ireland (US Hours)

This role will work US hours covering 3pm - 11pm (Local time) based in Letterkenny. This will be a hybrid role with expectation of being on-site 1 day a week.

Come join us in our state of the art office in Letterkenny as we are expanding. You will have an opporunity to join your new customer support colleagues in April 2026.

Start Date: 13th April 2026

Summary
The Associate Manager – Digital Solutions (Customer Support) is a strategic leader responsible for managing a team of Digital Solutions Specialists and ensuring exceptional service delivery across multiple channels—voice, chat, email, and text. This role focuses on driving team performance, fostering digital adoption, and implementing process improvements to enhance the customer experience. The Associate Manager will lead change initiatives, optimize workflows, and collaborate across functions to deliver measurable results and continuous improvement. 12 week classroom and on the job training will be provided.

Key Responsibilities

• Lead and manage a team of Digital Solutions Specialists, providing coaching, development, and performance feedback to achieve operational goals.

• Drive digital adoption strategies by ensuring the team effectively educates customers on self-service tools and modern digital solutions.

• Monitor team performance metrics and service levels, identifying trends and implementing corrective actions to meet or exceed targets.

• Champion process improvement initiatives, leveraging data insights and feedback loops to optimize the customer journey and internal workflows.

• Collaborate with cross-functional teams, including UX Designers and leadership, to identify friction points and implement innovative solutions.

• Foster a culture of continuous improvement and change readiness within the team, ensuring alignment with organizational priorities.

• Support workforce planning, scheduling, and resource allocation to maintain operational efficiency.

• Serve as an escalation point for complex customer issues, ensuring timely resolution and exceptional service delivery.

Required Skills & Knowledge

• Leadership & People Management: Proven ability to lead, coach, and develop high-performing teams.

• Digital Fluency: Strong understanding of CRM systems, AI tools, and digital platforms.

• Data-Driven Decision Making: Ability to analyze performance metrics and use insights to drive improvements.

• Change Management: Skilled in leading teams through change and implementing process enhancements.

• Communication Excellence: Exceptional verbal and written communication skills; ability to influence and engage stakeholders.

• Strategic Thinking: Ability to align team objectives with broader organizational goals and deliver measurable results.

Success Metrics

• Customer Experience Goals (Team):

  • First Contact Resolution (FCR): 83%

  • Representative Satisfaction: 78%

  • Ease of Doing Business (EODB): 70%
    (Goals subject to change)

• Digital Adoption & Containment Rates: Drive measurable increases in digital engagement and containment.

• Reduction in Repeat Contacts and Call Volumes: Implement strategies to minimize repeat interactions and improve efficiency.

• Implementation and Effectiveness of Improvement Initiatives: Deliver impactful process enhancements and monitor results.

• Recommendations for Improvements and Identification of Trends: Provide actionable insights to leadership based on data and customer feedback.

Qualifications

• Typically requires 3–5 years of experience in customer service or digital operations, with 1–3 years in a leadership or supervisory role.

• Advanced understanding of support discipline and operational processes.

• Experience with digital service tools and platforms preferred.

• Familiarity with process improvement methodologies (Lean, Six Sigma) is a plus.

*PGIM welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

What we offer you

• Health Insurance: PGIM Ireland partner with Laya and BUPA to provide health insurance schemes that cover eligible employees day to day medical and hospital expenses.

• Annual Leave: 23 days, increasing with service.

• Pension Scheme: Members of the scheme can contribute up to 8% of salary per an