Manager, PCGS Customer Experience
Core
Lead strategy and execution of customer-facing service operations and event experiences for PCGS, ensuring best-in-class support for collectors, dealers, and partners.
Role type
Manager, Customer Experience
Builds
Customer care operations, event experiences, and service processes for the PCGS brand
Domain
Collectibles grading, authentication, and trading (coins, cards, autographs, etc.)
Deliverable
client delivery
Required skills
Customer experience leadership, call center operations management, team leadership and mentorship, process improvement, event strategy and execution, cross-functional partnership, KPI development and monitoring, complex issue escalation management
Preferred skills
Experience in collectibles/auction/grading industries, managing call center operations at scale, experience with NPS/CSAT metrics, leading multi-location teams
Technologies
None explicitly stated
Responsibilities
Oversee all customer service functions including call center operations, inbound inquiries, order issue resolution, and dealer support; Lead, mentor, and develop a team of customer care and event professionals; Identify opportunities to streamline workflows and improve support operations efficiency; Manage staffing, planning, and execution of PCGS presence at domestic coin shows and trade events; Continuously improve collector and dealer interaction experiences; Partner with operations, marketing, product, sales, and finance teams; Establish and monitor KPIs such as service levels, response times, resolution rates, and customer satisfaction; Serve as senior leader for resolving complex customer issues; Implement best practices to scale the organization
Seniority
Manager, hands-on leadership