Manager, Customer Experience

Collectors

Manager leading the customer experience operations at PCGS. Overseeing Customer Care and Events while ensuring best-in-class support for collectors and partners in Santa Ana, CA.

Posted 7/1/2026full-timeSanta Ana • California • 🇺🇸 United StatesSeniorLead💰 $94,779 - $153,876 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Service ManagementCall Center OperationsProcess ImprovementPerformance Metrics DevelopmentWorkflow ManagementComplex Issue ResolutionEvent PlanningService Quality AssuranceCustomer Satisfaction MeasurementTeam Performance Standards

Soft Skills

Strong CommunicationProblem SolvingCustomer-First MindsetAdaptabilityTeam Building