Manager, PCGS Customer Experience

Collectors • Santa Ana, CA

1d • Hybrid

About The Position

Collectors is a leading creator of innovative technology providing value-added services for collectors worldwide, including grading, authenticating, vaulting, and selling collectibles. Founded in 1986, the company employs over 3000 people globally. This role is for a Manager, Customer Experience, responsible for leading the strategy and execution of all customer-facing service operations and event experiences for PCGS. The manager will oversee Customer Care and Events, ensuring best-in-class support for collectors, dealers, and partners across all interactions. Key responsibilities include managing customer inquiries, order issue resolution, call center operations, and PCGS’s presence at major industry events and trade shows. The position focuses on delivering operational excellence, improving service processes, and creating exceptional experiences to strengthen customer trust and loyalty. This role reports to the PCGS President and is based onsite at the Santa Ana, CA headquarters, with occasional domestic and international travel. Remote or hybrid candidates will be considered, though local candidates (within a 1-hour commute) will be required to be onsite most of the time.

Requirements

• Customer Experience Leader: You bring 8+ years of experience leading customer service, customer experience, or operations teams, ideally in a high-volume service environment.
• Operationally Strong: You are comfortable managing complex workflows and large teams while maintaining a focus on service quality and efficiency.
• Customer-First Mindset: You deeply understand the importance of trust and responsiveness in customer relationships and consistently advocate for the customer experience.
• Show & Event Familiarity: You understand how trade shows and industry events operate and can design experiences that engage customers and drive submissions.
• Strong Communicator: You communicate clearly and effectively with collectors, dealers, internal teams, and leadership.
• Problem Solver: You thrive in dynamic environments and enjoy tackling complex customer issues with thoughtful, practical solutions.
• Team Builder: You develop strong teams, set clear expectations, and create a culture focused on service, accountability, and continuous improvement.
• Adaptable and Growth-Oriented: You are comfortable building new processes, improving systems, and scaling operations as the business evolves.

Nice To Haves

• Experience in the collectibles, auction, or grading industries.
• Experience managing call center or customer service operations at scale.
• Prior responsibility for customer experience metrics such as NPS, CSAT, or service-level performance.
• Experience leading teams across multiple locations.

Responsibilities

• Lead PCGS Customer Care Operations: Oversee all customer service functions including call center operations, inbound inquiries, order issue resolution, and dealer support. Ensure consistent, high-quality service across all customer touchpoints.
• Manage a High-Performing Customer Experience Team: Lead, mentor, and develop a team of customer care and event professionals. Establish clear performance standards, service metrics, and accountability across the organization.
• Improve Customer Service Processes: Identify opportunities to streamline workflows, reduce response times, and improve the efficiency and effectiveness of support operations through process improvements and technology adoption.
• Oversee PCGS Event Strategy and Execution: Manage the staffing, planning and execution of PCGS’s presence at domestic coin shows, trade and grades and drop-off events. Ensure events deliver strong customer engagement, operational efficiency, and high submission volumes.
• Enhance the Collector and Dealer Experience: Continuously improve how collectors and dealers interact with PCGS, protecting the brand while ensuring every interaction—from inquiries to submissions to events—reflects the company’s commitment to service excellence.
• Partner Cross-Functionally: Work closely with operations, marketing, product, sales, and finance teams to resolve customer issues, improve communication, and align service initiatives with broader business goals.
• Develop Customer Experience Metrics: Establish and monitor key performance indicators such as service levels, response times, resolution rates, and customer satisfaction to ensure continuous improvement.
• Escalation & Issue Management: Serve as the senior leader responsible for resolving complex customer issues, ensuring high-value clients and key dealers receive thoughtful and timely support.
• Drive Continuous Improvement: Implement best practices for customer service operations, call center management, and event execution to scale the organization as PCGS continues to grow.

Benefits

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
• Vacation: All salaried employees are eligible for flexible time-off
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
• Employee Discounts: Employees receive discounts on select grading services for approved submissions
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed