Director of Customer Care

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 and offices in Jersey City, Seattle, Hong Kong, Paris, Shanghai, and Tokyo.

We’re looking for a Director of Customer Care to drive the operational strategy and strategic direction of the customer experience, with a focus on enhancing and delivering exceptional customer service at scale. In this role, you’ll be expected to lead the day-to-day Customer Care efforts, servicing the business needs of our Professional Coin Grading Service (PCGS) and Professional Sports Authenticator (PSA) divisions. As a service based B2C company, we are looking for a leader who is passionate about creating great experiences in the places where brands and customers meet to drive growth. The Director of Customer Care must also be equipped to guide the department through a period of heightened demand for our services by providing a strong vision and direction for the team, while fostering bottom-up participation from all levels of the organization. The right candidate will have a blend of experience across operations, customer service, and leadership with a technology and data-driven mindset.

You’ll report to the Chief Operating Officer and work from our Santa Ana, CA office.

What You’ll Do:

• Design and deliver on a seamless customer experience strategy supported by data, brand insights and technology, to deliver on a customer service experience that is streamlined, optimized and personalized to the ‘collector’ experience.
• Be accountable for driving customer satisfaction and ensuring levels are maintained to our company service standards.
• Drive the development and continuous improvement of the customer service organization by establishing a knowledge management center, which can include: development of instructional design, content development, and other team resources to support exceptional customer interactions.
• Evaluate trends and problems to determine strategies to enhance the customer experience, and resolve known pain points through process improvement and advancing use of technology to accelerate performance.
• Define and set operational and customer care team KPIs for delivery of services in support of driving significant revenue and profit growth.
• Partner closely with Technology, Product, and Marketing leaders to ensure high visibility into customer issues.
• Ensure Customer Care teams are staffed to support business growth, with a focus on attracting, developing and retaining high performing talent and leveraging data to track and evaluate organizational performance. 
• Travel up to 30% of the year.

Who You Are:

• Bachelor’s degree or equivalent highly preferred, with a minimum of 6+ years of experience managing a customer service team or customer call center in a service-based business.
• Proven track record of designing and implementing process improvements to drive consistency, increased speed and quality of customer care delivery at scale. 
• Demonstrated success as a change agent, with both a willingness and ability to drive through influence and facilitate change.
• Collaborative and reliable leader that takes a data driven approach to problem-solving with a strong process focus for continuous improvement and change management. 
• Strong empathy for customers with a deep passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models.
• Proven leadership ability and skilled at making forward thinking decisions to motivate, and build effective teams to maximize performance and effect organizational change.
• Experience with Salesforce or similar CRM; implementation experience is a plus.
• Experience attending trade shows or other events is a plus.
• Familiarity with collectibles and the trading card, coin, autograph, video game, and/or Funko Pop hobbies is a plus.

Salary Range: The salary range for this position is $146,095 - $247,129. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience,