Collectors

Compliance

• Compliance management system. Design, implement, and own the end-to-end compliance management system (CMS) for the FS business — governance, policies and procedures, monitoring and testing, complaint management, issue remediation, and change management
• Consumer lending regulatory framework. Build the program to comply with applicable lending regulations, including TILA / Regulation Z, ECOA / Regulation B and fair-lending obligations, FCRA / credit-reporting requirements, UDAAP standards, GLBA privacy and safeguards, SCRA / Military Lending Act considerations, FDCPA-aligned servicing and collections practices, and state usury and rate limitations
• Licensing & regulatory strategy. Determine and execute the licensing approach (e.g., state lending / financing licenses or a bank-partnership model), maintain the licensing calendar, and serve as the primary relationship owner for regulators and examiners
• BSA / AML & sanctions. Stand up the AML program for the lending business - KYC / CIP, customer due diligence, transaction monitoring, OFAC / sanctions screening, and SAR governance - and ensure consistency with marketplace AML obligations
• Bank-partner & third-party oversight. Where products are delivered through a sponsor bank or other partners, own the partner-oversight and vendor-risk program to meet third-party risk-management expectations
• Credit & collateral risk governance. Partner with FS product and finance leaders on underwriting policy, credit-risk appetite, LTV and concentration limits, and, for asset-backed lending, collateral valuation, custody controls, and default / liquidation procedures for vaulted assets
• Enterprise fraud strategy. Define and own the fraud-prevention strategy across Marketplace and Power Packs, balancing loss reduction against customer friction and conversion
• Detection & decisioning infrastructure. Build and tune the fraud-detection stack — rules engines, machine-learning models, device and identity signals, and manual-review workflows — in partnership with Product and Engineering
• Fraud typologies. Identify and address the full set of marketplace risks: payment fraud and chargebacks, account takeover, seller and listing fraud, counterfeit / authenticity and slab-tampering abuse, collusion and shill activity, promotion abuse, and laundering of value through high-worth collectibles
• Power Packs & chance-based product compliance. Own the risk and compliance posture for randomized / chance-based offerings — odds disclosure and transparency, eligibility and age controls, sweepstakes / gaming and state-by-state regulatory analysis, and terms-of-service alignment — working closely with Legal
• Fraud operations & metrics. Establish the fraud-operations function and case management, define loss and chargeback KPIs, and report fraud rates, recoveries, and false-positive impact to leadership
• Risk framework & appetite. Establish the enterprise risk framework, risk-appetite statements, and key risk indicators spanning the FS and marketplace mandates
• Leadership & Board reporting. Produce clear, decision-ready risk and compliance reporting for the SVP of Financial Operations, the executive team, and — as appropriate — the Audit / Risk Committee of the Board
• Audit & examination readiness. Maintain documentation, controls evidence, and a state of readiness for internal audit, external audit, regulatory examination, and IPO-related diligence; coordinate with SOX and internal-controls efforts
• Policy, training & culture. Author enterprise risk and compliance policies, deliver targeted training, and embed a practical risk-aware culture across product and operating teams
• Cross-functional partnership. Operate as a trusted partner to Legal, Finance, Marketplace, FS Product, Engineering, Trust & Safety, Customer Service, and the grading brands — turning requirements into controls the business can actually run
• Team building. Recruit, structure, and lead the Risk & Compliance team, scaling headcount and managed-services support in line with the FS roadmap and fraud-volume growth.

Head of Risk and Compliance

Mechanical Engineer

• Collaborate with design, product, and engineering to ship everything from craft and polish updates to full-fledged, delightful experiences in our production web product
• Partner with the design and research teams to quickly build prototypes to test concepts internally and externally
• Establish, evolve, and maintain design foundations, systems, and patterns for the team, setting the bar for quality and consistency
• Work with and mentor feature engineers on design best practices, and help unblock designs or interactions within a specific feature

Senior Design Engineer, PSA

Customer Support

• 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.

Manager, Customer Experience

Financial Planning and Analysis

• Provide financial leadership on geographic expansion and business development plans, including new market entry analysis and investment case development
• Partner with grading and marketplace business leaders to deepen their teams' understanding of financial levers and drive performance improvement
• Communicate key financial and operational metrics to create transparency into international performance and inform strategic and operational decisions
• Collaborate across the broader Finance team and cross-functional partners to support strategic decisions with rigorous financial and economic analysis
• Own financial planning, forecasting, and reporting for international business units — ensuring accuracy, timeliness, and relevance to leadership needs
• Build and maintain financial models that support investment decisions, scenario planning, and long-term strategy for international markets
• Manage and develop 2–3 direct reports, setting clear priorities, providing coaching, and ensuring high-quality and timely delivery of team outputs
• Drive continuous improvement in financial processes, tools, and reporting capabilities to scale with the business
• Serve as a trusted thought partner to senior business leaders, bringing financial insight and strategic perspective to key decisions

Head of Risk and Compliance

Senior Design Engineer, PSA

Manager, Customer Experience

Director, International Finance – Strategy