Senior Manager, PCGS Customer Experience

Role Overview

The Senior Manager, PCGS Customer Experience will lead the strategy and execution of all customer-facing service operations and event experiences for PCGS. This role will oversee Customer Care and Events, ensuring collectors, dealers, and partners receive best-in-class support across every interaction with the brand.

What You Will Do

The Senior Manager will lead PCGS Customer Care Operations, manage a High-Performing Customer Experience Team, improve Customer Service Processes, oversee PCGS Event Strategy and Execution, and enhance the Collector and Dealer Experience.

Why It Might Be a Fit

The ideal candidate will have 8+ years of experience leading customer service, customer experience, or operations teams, ideally in a high-volume service environment, and will be comfortable managing complex workflows and large teams while maintaining a focus on service quality and efficiency.

Requirements

• 8+ years of experience leading customer service, customer experience, or operations teams
• 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

• Health Insurance
• Additional Benefits (fertility, commuter, and educational assistance)
• 401(K) Matching Plan
• Vacation
• Holiday Pay
• Employee Discounts
• Flexible Hours
• Fun Working Environment