Operations & Customer Experience Manager, Vault

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, WATA, Card Ladder, Goldin, and the Long Beach Expo collectibles trade show. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,700 people across our headquarters in Santa Ana, CA and offices in Jersey City, Seattle, Nova Scotia, Hong Kong, Paris, Shanghai, and Tokyo.

We are hiring an Operations & Customer Experience Manager to join the Vault team and help lead this new business initiative. This team is responsible for developing the strategy, launching, and then scaling a new business unit that represents the most important strategic growth initiative of the business. This is a high visibility role that will partner closely with senior management across the organization. The ideal candidate is a thoughtful leader and an independent thinker with a bias for action. This person is comfortable managing complex cross functional projects, and driving consensus across a diverse group of stakeholders. While they are strong at project management, this person is also most comfortable getting into the details and driving execution. 

This role will report directly to the Director, Operations and Customer Experience and is open to remote candidates who are able to travel on a quarterly basis.

What You’ll Do:

• Work in conjunction with CS and Ops orgs to establish a strong engagement framework to uncover issues early and create a path to resolution quickly
• Document and capture findings that aid in improved ways of working - develop SOPs to drive success of key operational initiatives and optimize the customer experience
• Act as one of the key points of contact for high value customers. Interface with customers via email, phone, and in person to enhance their experience
• Act as real-time escalation point for customer service issues, and take swift action to solve issues within designated SLA’s
• Assist in modeling and forecasting business activities to inform management of process and resourcing needs
• Provide accurate, meaningful, and actionable insight into variations to forecast
• Work with CS to develop customer facing support materials, and find pathways to make these materials easily accessible
• Leverage a variety of internal and external data to drive decision making

Who You Are:

• 5-8 years of experience with 3+ years of direct experience in Operations and/or Customer Experience field 
• Demonstrated aptitude for presenting information in one-on-one and small group settings to the leadership team
• Seek out and applies data to inform decisions. Don't allow the most recent issue to distract focus from the macro trends
• Committed to the customer experience. Walk in the shoes of our customers and consolidates their feedback to inform action plans
• Self-starter and natural problem solver that excels in dynamic, fast-paced environments
• Intellectually curious and focused on continued personal growth
• Approach work with a “no job too small” attitude. Possesses a willingness to dive deep on issues and gain a true understanding of the root cause
• Able to travel on a quarterly basis

Salary Range: The salary range for this position is $90,000 - $130,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.

Reasons To Join Us: 

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision 
• 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 full-time salaried 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 

#LI-remote #BI-remote