Manager, Customer Advocate

Company: PMI (Project Management Institute)
Location: Newtown Square
Posted on: May 9, 2025

Job Description:

Are you a dreamer, innovator, thinker and a do-er who believes in contributing to something that makes difference?

Make an impact. Join PMI.
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:

• 
  
• Some who is familiarity with AI Agent augment tools and AI in general; Global experience, workforce management, high volume contact center, etc.
  
• 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.
    
    
    
    What you can expect from us
    
    
    We value and nurture an environment of inclusivity and diversity, and a culture of communication and collaboration. Your health, safety and well-being come first, and we believe that you should have time for your work, but you should also have time for you..
    
    
    Join us and you'll get:
    
    
    * an excellent total package, with compensation and benefits based upon your geographic location.
    * skill development opportunities, to help you grow now and into the future.
    * access to a global network, to enrich your professional experience.
    * flexible options to help balance work time and your time
    * award and bonus opportunities.
    
    The salary offer will be based on several factors, including the candidate's demonstrated skills, qualifications and relevant experience.
    
    Let's help make the world work better for everyone. Apply today!
    
    Project Management Institute, Inc. is committed to providing equal employment opportunities without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law.
    
    
    
    

Keywords: PMI (Project Management Institute), Lower Merion , Manager, Customer Advocate, Executive , Newtown Square, Pennsylvania