Senior Manager, PCGS Customer Experience

Collectors Universe, Inc. is hiring a Senior Manager to lead PCGS customer-facing service operations and event experiences. The role oversees Customer Care and Events, improves service processes and metrics, resolves complex customer issues, and builds strong experiences for collectors, dealers, and partners.

Responsibilities:

• 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
• Lead, mentor, and develop a team of customer care and event professionals. Establish clear performance standards, service metrics, and accountability across the organization
• Identify opportunities to streamline workflows, reduce response times, and improve the efficiency and effectiveness of support operations through process improvements and technology adoption
• 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
• 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
• Work closely with operations, marketing, product, sales, and finance teams to resolve customer issues, improve communication, and align service initiatives with broader business goals
• Establish and monitor key performance indicators such as service levels, response times, resolution rates, and customer satisfaction to ensure continuous improvement
• Serve as the senior leader responsible for resolving complex customer issues, ensuring high-value clients and key dealers receive thoughtful and timely support
• 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
• You are comfortable managing complex workflows and large teams while maintaining a focus on service quality and efficiency
• You deeply understand the importance of trust and responsiveness in customer relationships and consistently advocate for the customer experience
• You understand how trade shows and industry events operate and can design experiences that engage customers and drive submissions
• You communicate clearly and effectively with collectors, dealers, internal teams, and leadership
• You thrive in dynamic environments and enjoy tackling complex customer issues with thoughtful, practical solutions
• You develop strong teams, set clear expectations, and create a culture focused on service, accountability, and continuous improvement
• You are comfortable building new processes, improving systems, and scaling operations as the business evolves
• Candidates must be authorized to work in the United States
• 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