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 annum and PGIM Ireland matches contributions up to 8% of salary. Members can also make voluntary contributions to the scheme.
Annual Bonus Programme & Shop LK Vouchers: Along with an annual bonus employees are rewarded with Shop LK vouchers which are paid tax free.
Life Assurance: fully paid by PGIM Ireland, employees are covered from their start dateand beneficiaries are provided with a lump sum of four times an employee’s salary.
Education Assistance: PGIM Ireland have an Education Assistance Programme that reimburses eligible employees for furthering their education.
PGIM Ireland is proud to be an equal opportunity employer and is committed to equal employment opportunity regardless of applicants’ gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the traveler community. PGIM Ireland's aim is to hire the best people for the open roles and all appointments will be made on merit.
Any offer of employment made by PGIM Ireland will be contingent on receiving satisfactory references. Applicants should be aware that background checks will be carried out on all candidates offered a position within PGIM Ireland.
PGIM Ireland has been awarded the IBEC Keep Well Accreditation Mark, this is in recognition of our commitment to making our employees wellbeing a priority.
PGIM Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PGIM and has not been reviewed or approved by PGIM.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision options, complemented by behavioral health programs and wellness reimbursements. On-site fitness centers and health coaching further support physical and mental well-being.
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Retirement Support — Retirement programs feature a 401(k) with company match and a company-funded pension, with access to an employee stock purchase program. Student loan repayment assistance and savings plans add to long-term financial support.
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Wellbeing & Lifestyle Benefits — Work-life balance is reinforced by flexible/hybrid work options, paid holidays and sick allowances, and amenities like gym access, free parking, and an affordable cafeteria in some locations. Tuition reimbursement, commuter benefits, and broad work/life resources extend lifestyle support.
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What We Do
PGIM, the investment management business of Prudential Financial, Inc.* is a multi-manager that delivers industry-leading strategies and solutions to clients. Each business maintains its own investment process and culture, allowing for a singular focus on delivering investment returns for clients. The PGIM businesses offer investors a wide range of investment strategies across asset classes and geographies, including public equities, public and private fixed income, commercial mortgages and real estate. Clients of PGIM can rely on superior long-term performance, risk management expertise and innovative products to help them realize a wide range of business objectives. In addition, PGIM uses its collective knowledge and business expertise to work with public, private and non-profit sector partners to create solutions that address critical social issues that have an enduring impact. *Prudential Financial, Inc. of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom.
