Manager, Customer Experience to lead the strategy and execution of all customer-facing service operations and event experiences for PCGS. You will oversee Customer Care and Events, ensuring collectors, dealers, and partners receive best-in-class support across every interaction with the brand. You will lead a team responsible for managing customer inquiries, order issue resolution, call center operations, and PCGS's presence at major industry events and trade shows. This role will focus on delivering operational excellence, improving service processes, and creating exceptional experiences that strengthen customer trust and loyalty.
This role reports to the PCGS President and will be based onsite at our Santa Ana, CA headquarters with occasional domestic and international travel as needed. 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 most of the time. This will be discussed further as part of the recruiting process.
What You'll Do:- 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.
Who You Are:- 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.
Preferred Qualifications:- 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.
Travel Requirements:Willingness and ability to travel approximately 25-30% of the time for coin shows, customer meetings, and internal collaboration domestically.
Salary Range: The salary range for this position is $94,779 - $153,876. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.
Reasons To Join Us:- 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
