Collectors

Customer Support

• Supervise, hire, train, and develop a team of customer care specialists, conducting regular performance reviews and fostering professional growth opportunities
• Manage and prioritize collector inquiries and escalations to ensure timely, accurate resolutions that honor the trust collectors place in us
• Monitor and analyze key performance indicators including response times, resolution rates, customer satisfaction scores, and service level achievement to drive continuous improvement
• Design and implement process improvements that enhance the quality and consistency of customer care delivery at scale
• Create and maintain support resources, documentation, and knowledge base articles that empower both collectors and team members
• Assign work, schedule staff, and oversee daily operations to ensure adequate coverage and workflow efficiency across time zones
• Serve as an escalation point for complex customer issues, providing clear guidance during periods of heightened demand
• Present regular reports on team metrics, customer feedback, and operational health to inform strategic decisions
• Lead by example and be a champion of all company policies, including safety, attendance & security

Customer Care Supervisor

Product Marketing

• Lead and execute comprehensive go-to-market strategies for PSA Retail Grading and Collectors Club, driving awareness, adoption, and sustained growth.
• Partner closely with Product, Research, and Analytics to develop and optimize product positioning and messaging for target customer segments.
• Interpret customer research, internal data, and user insights to shape product decisions and go-to-market tactics.
• Develop quarterly and annual plans, setting strategic OKRs that align with broader business objectives.
• Build and iterate strategies to drive user engagement and product usage across highly segmented and diverse audiences.
• Own campaign strategy, development, and execution from concept to launch for new features, programs, and offers across multiple channels.
• Partner with CRM, Social, Paid Media, and Creative teams to craft compelling customer journeys, messaging, and visual narratives.
• Manage the creative process and ensure high-quality output aligned with brand standards and business objectives.
• Lead campaign recaps, analyzes effectiveness, and glean actionable learnings for future initiatives.
• Collaborate with GMs, Data, Customer Insights, and Product teams to define and monitor success metrics, continually measuring and optimizing campaign performance.
• Analyze marketing performance and product engagement using data-driven insights, identifying new opportunities to improve efficiency, conversion, and user retention.
• Leverage ongoing customer feedback and market insights to inform future GTM strategies, product enhancements, and repositioning efforts.
• Present go-to-market strategies, results, and learnings to senior leadership, articulating impact and next steps.
• Influence decision-making among Product, Brand, and business teams, advocating for customer needs and commercial priorities.
• Foster a culture of collaboration, building consensus and alignment across teams for key product and marketing initiatives.

Senior Product Marketing Manager – Growth & Retention

Program Manager

• Drive cross-functional programs : Partner with product, operations, engineering, marketing, finance, and analytics teams to launch new programs and support ongoing initiatives.
• Coordinate partner-facing projects : Serve as an internal point person helping manage timelines, updates, and deliverables related to the partnership.
• Build cross-company roadmaps: Plan both near-term and long-term to execute on a shared vision.
• Anticipate risks, communicate tradeoffs, and keep stakeholders aligned.
• Analyze performance and identify improvements : Monitor key metrics, synthesize user feedback, and work with teams to implement data-driven enhancements.
• Enable operational excellence: Identify process gaps, streamline communication, and help establish scalable systems for program tracking and reporting.
• Champion collaboration and visibility: Communicate program goals, progress, and learnings to executive stakeholders, ensuring transparency and shared ownership across teams.

Security Engineer

• Collaboratively partner with other teams (Engineering, Design, Product, Business stakeholders, etc.) in the product development lifecycle to shape and prioritize product plans that solve customer problems in ways that deliver on company goals while maintaining the highest possible security standards.
• Focus on mission critical, high priority security initiatives with a focus on business and technology objectives
• Provide best-in-class communications about program status including milestones and deliverables, security posture and cross functional accomplishments.
• Design and share processes and documents that provide maximum autonomy for delivery teams while maintaining a level of standardization that allows the company to scale.
• Combine superior communication skills with the analytical horsepower to break down complex, ambiguous problems and possess a strong will to be resourceful and get stuff done
• Contribute to the strategic roadmap prioritization processes with key stakeholders and contribute towards success management with multiple stakeholders
• Support our developer operations environment so we can continue to create new businesses and migrate existing ones, scaling our businesses across the globe to new heights
• Understand your stakeholders and advocate for them

Senior Technical Program Manager, Security & Infrastructure

Operations

• Own the fulfillment process end-to-end, initiate withdrawals and transfers from the PSA Vault and partner with operations teams in the Vault and PSA Grading to ensure buyers receive items within SLA and maintain internal fulfillment tooling
• Identify items purchased erroneously through PSA Offers, own necessary transfers and work with accounting to ensure buyer refunds are processed, work with Vault and Grading teams to resolve damaged or mis-labeled items, track owned inventory acquired as refunds
• Partner with accounting team to ensure billing statements are accurate and buyers are making timely payments
• Use internal tooling to manage item targeting based on buyer and internal criteria
• Other operational processes across PSA Offers and eBay consignment as needed
• Partner closely with the Senior Manager, Instant Liquidity who owns client relationships, take direction with a dotted line reporting arrangement
• Own buyer onboarding process end-to-end, gather necessary information from buyers, create buyer accounts and dashboards, work with accounting to add buyer to ERP system, and add buyer information to all internal tooling
• Maintain the buyer information database, updating with new information as received from buyers
• Assist with communicating with buyer clients and addressing client needs as they arise, ensuring that requested changes are addressed promptly

Operations Coordinator, Marketplace

Manager

• Guide Numismatic Market Activity and Insights: Monitor market activity, auction trends, and collector behavior to produce timely insights and concise briefings for leadership and the business.
• Steward CoinFacts and the Set Registry: Own content direction, accuracy, and day-to-day prioritization in collaboration with Product, Data, and Grading.
• Create Customer Targeted Editorial Content: Write and commission articles and analysis for PCGS publications and develop educational content.
• Serve as Numismatic Contact for Leadership and the Business: Act as internal go-to for complex numismatic questions and translate expert knowledge into clear recommendations.
• Be an External Escalation Point and Relationship Builder: Engage with key collectors, dealers, and industry partners to resolve complex issues and build trust; identify and cultivate partnerships.
• Cross-Functional Enablement: Equip Marketing, Sales, and Business Development with market context, competitive intelligence, and program updates.
• Partner with Grading and Research to ensure alignment on standards, terminology, and published guidance.
• Future Team Building: Help shape vision, processes, and talent needs for a future Numismatic Research team, including mentoring junior contributors.

Manager, Numismatic Research and Programs

• Build and manage the planning, implementation, and administration of HR programs, policies, and procedures.
• Collaborate with the HR team to design and implement talent acquisition, internal mobility, temporary worker staffing, offboarding, and employee lifecycle programs.
• Create and directly oversee operations for US-based immigration, work authorizations, mobility, and new state set up.
• Lead talent acquisition operations, including but not limited to: headcount planning, position management, offer letter administration, interview training, referrals program, interview coordination program.
• Collaborate with the HRIS team on TA systems (Workday Recruiting and GoodTime).
• Serve as a product manager for TA tech stack, partnering with systems team on configuration and optimizations.
• Create and maintain TA enablement materials including relevant communications, playbooks and talking points.
• Partner with TA team to drive recruitment marketing initiatives, ensuring our employee value proposition is effectively communicated on our careers page, job descriptions, job boards and outreach materials.
• Manage vendors, contract negotiations and budgets.
• Operate with a systems mindset, effectively using tools across the People Team and identifying opportunities for automation using AI.
• Support project planning, collaboration, and efficiency across the People Team, including managing cross-functional projects.
• Ensure compliance with all applicable laws and regulations related to HR programs and practices.
• Report to the Director of People Operations and work from Jersey City, NJ or Santa Ana, CA office; remote or hybrid candidates will also be considered.

Senior Program Manager, People Operations

Customer Success Manager

• Develop and implement a long-term lifecycle marketing roadmap for the PSA Marketplace to strengthen customer loyalty, maximize LTV, and increase retention
• Build sophisticated automated journeys across the customer lifecycle (onboarding, activation, retention, win-back, loyalty) leveraging Salesforce Marketing Cloud and related platforms
• Create targeted campaigns and promotional strategies by designing highly segmented audiences and integrating with Talon.One to deliver personalized customer experiences
• Partner with campaign owners, product, marketplace operations, and analytics teams to align CRM initiatives with business goals, audience insights, and KPIs
• Generate regular reports to track campaign performance and provide insights and recommendations to stakeholders
• Monitor campaign performance in real time, run A/B and multivariate tests, and deliver actionable insights to drive continuous improvement
• Provide lifecycle marketing insights and best-practices to guide promotional strategy and enhance customer experience
• Strategize, plan, and execute automated journeys supporting various areas of the business
• Work directly with the Senior Manager, CRM to define goals, benchmarks, and KPIs and mentor junior team members
• Report to Senior Manager, CRM and work from Santa Ana, CA or Jersey City, NJ office; remote or hybrid candidates considered

Lifecycle CRM Manager, Marketplace

Project Manager

• Serve as project lead on real estate buildouts and renovations across Collectors’ expanding portfolio
• Develop and implement a comprehensive real estate strategy supporting Collectors' long-term business goals across the US and globally
• Establish priorities and strategies for site planning, design, and construction
• Collaborate with cross-functional teams to align real estate strategies with business needs
• Develop budgets for locations under consideration and manage budgets of ongoing projects with focus on efficiencies and savings
• Partner to identify and implement a portfolio management system for a growing business
• Guide site selection for new domestic and international locations, including touring facilities and developing budgets and timelines
• Partner with governmental authorities in potential markets to identify market opportunities and incentives
• Collaborate with architects, contractors, consultants, brokers, landlords and regulatory agencies
• Identify and mitigate construction and permitting risks and delays
• Report directly to the Director, Real Estate and Workplace and serve as internal expert on construction project management and workplace expansion
• Travel as required for project milestones and on-site coordination (approximately 50% travel)

Senior Real Estate Project Manager

• Execute high ROI, global parcel program projects and initiatives
• Own the execution of our parcel shipping programs across domestic and international markets.
• Partner with shipping carriers and vendors to negotiate contracts, maximize efficiencies, and enhance the overall customer experience.
• Track and analyze shipping and handling costs; identify and execute cost-saving opportunities.
• Develop, maintain, and standardize inbound and outbound shipping procedures across all Collectors facilities.
• Collaborate with cross-functional teams on new initiatives, service rollouts, shipping materials improvements, and process improvements, leveraging data to inform decisions.
• Design and deliver detailed performance reporting on carriers, vendors, and logistics operations in partnership with Finance and Operations.
• Identify risks and proactively implement solutions to ensure reliable, scalable shipping processes.
• Stay current on shipping regulations and industry trends, with a special focus on high-value and sensitive item handling.
• Report to the Parcel Program Manager based out of our Santa Ana, CA headquarters.
• Remote or hybrid candidates will also be considered who are within a commutable distance to our Santa Ana headquarters.

Program/Project Manager, Parcel

• Lead optimization of shipping and transportation programs across all Collectors global business lines and locations
• Serve as primary point of contact for shipping vendors, driving cost-efficiency, reliability, and service excellence
• Collaborate cross-functionally with operations, logistics, finance, and vendor partners to manage parcel program performance
• Execute high ROI, global parcel program projects and initiatives
• Own execution of parcel shipping programs across domestic and international markets
• Partner with shipping carriers and vendors to negotiate contracts and maximize efficiencies
• Track and analyze shipping and handling costs and identify cost-saving opportunities
• Develop, maintain and standardize inbound and outbound shipping procedures across all facilities
• Design and deliver detailed performance reporting on carriers, vendors, and logistics operations with Finance and Operations
• Identify risks and implement solutions to ensure reliable, scalable shipping processes
• Stay current on shipping regulations and industry trends, focusing on high-value and sensitive item handling
• Report to the Parcel Program Manager based out of Santa Ana, CA headquarters

Parcel Program Manager

Software Engineer

• Contribute to architecting cutting-edge solutions to power a dynamic warehouse operation, delivering custom solutions to support complex business workflows
• Design, develop, and configure Infios WMS (formerly Körber/HighJump) solutions that align with business goals and drive operational success
• Build, configure, and manage API endpoints using API Designer to enable seamless system integrations
• Create custom features, reports, and workflows within Infios WMS to improve efficiency and effectiveness
• Implement and refine warehouse processes, including inventory management, order fulfillment, picking, packing, shipping, and receiving, to maximize productivity
• Continuously monitor and tune Infios WMS performance to maintain optimal system reliability and performance
• Partner with warehouse managers, product managers, and IT teams to translate requirements into practical, value-driven solutions
• Collaborate across teams to identify root causes, resolve challenges, and support continuous improvement initiatives
• Deliver reliable technical support and proactive system maintenance to ensure smooth daily operations
• Contribute to business continuity by providing responsive on-call support on a rotational basis

Senior WMS Developer, Koerber/HighJump

User Researcher

• Lead and execute user experience research from planning to execution—applying a mix of qualitative and quantitative methods.
• Deliver compelling, actionable insights that shape product strategy, user flows, interaction models, and new feature development.
• Collaborate closely with product managers, designers, engineers, and data analysts to embed user insights throughout the product development lifecycle.
• Establish UX research best practices and processes that scale across multiple teams and workstreams.
• Drive generative and evaluative research to support design decisions across web and mobile platforms.
• Represent the voice of the user across different product lines, with a focus on both novice and advanced collectors.
• Champion a culture of user-centricity and advocate for accessibility, inclusivity, and usability.
• Report to Head of Product Marketing & Customer Insights and focus primarily on PCGS within Collectors.