Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. They are seeking a Manager, Customer Experience to lead the strategy and execution of customer-facing service operations and event experiences for PCGS, ensuring best-in-class support and operational excellence.
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
Requirements:
- 8+ years of experience leading customer service, customer experience, or operations teams, ideally in a high-volume service environment
- Comfortable managing complex workflows and large teams while maintaining a focus on service quality and efficiency
- Deeply understand the importance of trust and responsiveness in customer relationships and consistently advocate for the customer experience
- Understand how trade shows and industry events operate and can design experiences that engage customers and drive submissions
- Communicate clearly and effectively with collectors, dealers, internal teams, and leadership
- Thrive in dynamic environments and enjoy tackling complex customer issues with thoughtful, practical solutions
- Develop strong teams, set clear expectations, and create a culture focused on service, accountability, and continuous improvement
- Comfortable building new processes, improving systems, and scaling operations as the business evolves
- 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