Senior Manager Solution Consulting - Customer Service Job Category: Pre-Sales Consulting Location: UK - Remote **Meet Our Team:** Pega is changing the way the world builds software and delivers customer service. In this unique player/coach role, you'll lead our EMEA Customer Service team while personally driving key strategic opportunities, combining hands-on excellence with inspirational leadership. **What You'll Do at Pega:** + Lead a high-performing team of Customer Service Specialists across EMEA while personally owning and driving strategic accounts + Ensure client success by leveraging your deep customer service expertise in both team leadership and direct client engagement + Provide thought leadership to team members, partners, and clients through real-world implementation experience + Drive the adoption of Pega's unified platform combining CRM, AI, and automation for customer service excellence across diverse EMEA markets + Work alongside world-leading clients to transform their customer service operations through intelligent automation while developing your team's capabilities **Who You Are:** + You are a seasoned customer service leader who thrives in both management and hands-on client engagement roles + You have extensive experience in Customer Service Centers and understand the challenges of large-scale enterprise service operations across different cultural contexts + You excel at leading and developing high-performing presales teams while maintaining your own technical excellence + You're excited about the potential of Agentic AI and intelligent automation in customer service + You thrive in collaborative environments and have exceptional communication skills across diverse cultures + You're committed to delivering outstanding results both personally and through your team + You enjoy the challenge of balancing strategic leadership with tactical execution This player/coach role represents an exciting opportunity to shape Pega's Customer Service presales efforts across EMEA while maintaining direct client engagement. The position uniquely combines strategic team leadership with hands-on customer engagement, making it ideal for a leader who wants to stay connected to the market while developing the next generation of Customer Service specialists. The dual nature of this role ensures you'll remain at the forefront of customer service innovation while building a world-class team across one of our most dynamic regions. **What You've Accomplished:** + BS in Computer Science, Business Administration, or related field + 8+ years of progressively responsible experience in customer service solutions, with at least 3 years in leadership roles + Proven experience leading presales teams focused on Customer Service capabilities and industry solutions + Demonstrated experience working within large Customer Service Centers (call centres) and understanding of contact center operations + Strong background in products and services related to providing large-scale holistic self-service at an enterprise level + Experience with omnichannel customer engagement strategies and implementations **Pega Offers You:** + Gartner Analyst acclaimed technology leadership across our categories of products + Continuous learning and development opportunities + An innovative, inclusive, agile, flexible, and fun work environment + Competitive global benefits program inclusive ofpay + bonus incentive, employee equity in the company + \#LI-Remote #LI-PD1 Job ID: 22156 **AI in Action –** Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes. **Culture –** At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes. We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role. As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law. **Export Compliance –** For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals. **Accommodations –** If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits. It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law. https://www.pega.com/about/careers/equal-employment-opportunity