Process and Standards Manager, Vault

Collectors•New Castle, DE

5d•$125,307 - $147,420•Hybrid

About The Position

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We are looking for a meticulous and process-minded individual to join our team as a Process and Standards Manager. In this position, you will be the process engineer for the vault, responsible for documenting, standardizing, and continuously improving every workflow so that vault operations run with zero defects and full auditability. You will partner closely with the Client Logistics Manager, Vault Operations, and other departments to identify gaps, build institutional-level controls, and prepare the vault to onboard new categories. You’ll report to the Senior Manager, Vault Operations and Customer Experience and work at our New Castle, DE office. Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite

Requirements

Prior experience in process engineering, quality assurance, operations standards, or a similarly structured operational role
Proven ability to design and document scalable processes and drive adoption across teams
Strong attention to detail along with excellent research and analytical skills
Strong organizational skills and the ability to manage multiple process initiatives simultaneously
Strong understanding of Google Sheets, Docs, and similar tools
Excellent written and verbal communication skills along with the ability to collaborate effectively with cross-functional teams
Candidates must be authorized to work in the United States.

Nice To Haves

Experience building and/or auditing institutional-level controls is highly desirable
Familiarity with card collecting and trading, with prior experience in the field being highly desirable

Responsibilities

Design, document, and maintain industry leading standard operating procedures across all vault workflows for normal and high-value (VIP) standards, ensuring every process is documented, version-controlled, and auditable
Establish and monitor SLAs for vault operations, tracking performance against zero-defect and on-time standards
Triage and catalog recurring production and operational issues and partner with your direct report to redesign workflows that eliminate them
Partner with Security and Facilities to ensure physical and digital security safety of valued assets meets institutional-grade standards; own the compliance audit cadence against standards
Act as the process engineer for bringing new categories into the vault, building repeatable onboarding standards ahead of category expansion
Conduct regular audits and regression testing of vault processes and documentation to ensure compliance with institutional-level controls
Own formal root-cause analysis and permanent corrective-action documentation for all escalated incidents
Partner with the Client Logistics Manager to translate logistics pain points into standardized, scalable procedures
Collaborate with cross-functional teams (Ops, Customer Service, CRC, Claims, Security, Facilities) to ensure process documentation reflects the full item journey
Train and support vault staff on new and updated standards, ensuring consistent adoption across the team