Senior Product Manager, PCGS Customer Experience

Employment Type: Full-time

Company Overview

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, SGC, WATA, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

Product and Design Teams

Our Product and Design teams are helping to create a seamless user experience across various platforms to provide the most trusted services and delightful experiences for grading, protecting, managing, buying, selling, and sharing collectibles. Our grading operation processes millions of collectibles a year and serves as a research hub for collectors across collectible categories. By leading the standards in the collectibles industry, we have earned customer trust that we can leverage across our expanding product offerings such as Vault.

Role Overview

At the heart of our ecosystem is PCGS (Professional Coin Grading Service), the gold standard in coin and banknote authentication, grading, and market insights for high-value coins and banknotes—serving an avid community from beginner hobbyists to advanced numismatists (coin collectors) around the world. Leveraging decades of expertise with cutting-edge technology, the PCGS brand is shaping the future of coin collecting in the digital era.

As the Senior Product Manager, PCGS Customer Experience, you are the visionary—and execution owner—of what it means to engage with one of the most trusted names in collectibles. In this pivotal role, you will define, build, and deliver a modern, seamless, world-class customer experience across every channel and touchpoint. You’ll be empowered to set the strategy, drive transformation, and coordinate cross-functionally—bridging PCGS’ storied past with the evolving expectations of today’s and tomorrow’s collectors, and owning the full roadmap from vision to execution alongside a world-class engineering team and established business partners.

Responsibilities

• Own the End-to-End Vision: Define, communicate, and drive a bold, unified vision for the PCGS customer experience—balancing strategic innovation with operational excellence.
• Strategize & Execute: Develop a forward-looking roadmap aligned with business goals; drive product delivery from discovery to launch with speed, quality, and measurable impact.
• Stakeholder Leadership: Partner closely with executive, business, and engineers to align priorities, build trust, and drive cross-functional momentum.
• Modernize & Transform: Champion the evolution from legacy processes to digital, customer-centric paradigms. Translate market trends, technology shifts, and user feedback into actionable plans and products.
• Set & Drive KPIs: Establish clear, ambitious metrics for user experience, satisfaction, retention, and platform growth. Drive teams to deliver measurable results and iterate based on data.
• Mentor & Multiply Talent: Coach and elevate fellow PMs and cross-disciplinary teams; advance the product craft and foster a culture of continuous learning, humility, and high performance.
• Communicate with Clarity: Deliver crisp, context-aware communication—from executive presentations to engineering standups. Make the complex simple and actionable across audiences.
• Inspire & Educate Collectors: Become a subject matter expert—not just in product management, but in what makes the coin hobby thrive digitally and in real life. Evangelize new possibilities.