Manager, VIP Customers & High Value Safe (PSA 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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

We’re looking for a Manager, VIP Customers and High-Value Safe for the PSA Vault to lead and oversee the operational process and on-site tactical execution for our high-net-worth clients. As the VIP Manager, you will work as a professional in a specialized role designed for someone who thrives at the intersection of white-glove customer service and rigorous operational logistics. You will be the primary guardian and advocate for our most significant collectors, ensuring their high-value assets are managed with precision, speed, and discretion.

You will sit at the heart of the PSA Vault, physically ensuring that the flow of high-end items, from eight-figure trading cards to rare memorabilia, is seamless. You will be responsible for navigating internal complexities so that the customer experience remains effortless, while upholding the trust and safety culture that is critical to the PSA Vault’s success and growth.

You’ll report to the Vice President, Fulfillment Operations and work from our New Castle, Delaware office. 

Onsite Requirement:

This role requires you to be onsite in the office 5 days per week.

What You’ll Do:

• Operational Excellence: Oversee the end-to-end lifecycle of high-value assets, including shipping, receiving, tracking, coordinating / managing logistics for unique situations, collateral swaps, and meticulous inventory management

• Trust and Safety: Maintain the high integrity of PSA Vault standards by serving as a grounded decision-maker within a fast-paced operational environment

• VIP Relationship Management: Act as the dedicated on-site point of contact for high-value Vault inquiries and escalations, ensuring "white-glove" resolutions via email and direct coordination 

• Process Engineering: Design and implement scalable workflows to improve the consistency and quality of care for our high-net-worth customers

• Internal Advocacy: Proactively identify and resolve bottlenecks within the Vault. You carry the burden of "finding the answer" internally so the customer doesn't have to

• Quality Control & Problem Solving: Locate items and provide proactive, transparent communication regarding discrepancies, damages, or logistical delays

• Resource Development: Create and maintain documentation and support resources that guide both customers and internal team members through complex Vault processes

• Cross-Functional Collaboration: coordinate client on-site visits and partner with the security team on transportation and logistics 

Who You Are:

• Experience: A proven track record in operations and customer service 

• Subject Matter Expertise: A deep passion for and familiarity with collectibles (trading cards is highly preferred)

• Change Management: The ability to drive continuous improvement and lead a team through evolving service level agreements (SLAs)

• Strategic Empathy: You understand the value drivers of high-net-worth collectors and possess the emotional intelligence to handle high-stakes situations with calm and authority

• Logistical Rigor: Exceptional organizational skills with the ability to manage physical inventory and digital tracking systems simultaneously

Salary Range: 

The salary range for this position is $104,000 - $110,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

Reasons To Join Us:

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

• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits

• 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 salaried employees 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

Candidates must be authorized to work in the United States.

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

If you are based in California, you can read information for California residents here.