Manager, PCGS Customer Experience

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