Director of Operational Readiness

Imprint

7d • $200,000 - $230,000

About The Position

As Director of Operational Readiness, you will own change management and implementation within Customer Operations at Imprint. This is a director-level role with full accountability for building and running the systems, processes, and team needed to translate incoming change — from large partner launches to small policy updates — into well-executed, associate-ready implementation. You will be the connective tissue between product, operations, and frontline teams: ensuring that every change lands completely, that agents are prepared, and that nothing falls through the cracks. This role requires building from the ground up with a small team, which means creativity, automation fluency, and a deep bias for ownership are essential. This role blends systems thinking with cross-functional influence and hands-on execution in a fast-moving environment.

Requirements

• Demonstrated track record of building and running change management, operational readiness, or implementation functions — ideally in a high-growth or fast-paced environment
• Experience with project and ticketing systems (JIRA, Linear, Asana, or equivalent); direct tool expertise matters less than proven ability to build and maintain systems of record
• Analytical capability to identify themes and gaps across historical changes and use data to prioritize intervention
• Strong cross-functional communication and stakeholder management skills — able to gain buy-in and drive action across teams without formal authority
• Proven ability to operate autonomously, navigate ambiguity, and make decisions without waiting for approvals
• Demonstrated experience managing operational change through outsourced or BPO operating models
• Experience using automation and/or AI-assisted workflows to scale manual processes

Nice To Haves

• Contact center, outsourcing, or customer operations experience
• Experience in fintech, payments, or regulated environments
• Familiarity with tools such as Linear, JIRA, or similar systems used in operational environments
• Experience scaling a function or team from early-stage to structured operations
• Track record of building cross-functional processes in environments undergoing rapid growth or launch activity

Responsibilities

• Own the full change management lifecycle — from intake to implementation — across Customer Operations
• Design and maintain a system of record (e.g., Linear or equivalent) that tracks all incoming changes with clear ownership, timelines, and status
• Build and run mechanisms to size changes, scope training needs, and produce associate-facing communications, documentation, and training materials
• Partner cross-functionally with Product, Engineering, Operations, and Partner teams to ensure changes are implemented completely and on time
• Leverage automation and AI-assisted workflows to scale operations with a lean team
• Identify themes and gaps in historical change implementation using data, and drive continuous improvement
• Lead and develop one direct report, with accountability for team output and prioritization
• Represent operational readiness in large launch planning (e.g., new partner launches, new support channels)

Benefits

• Competitive compensation and equity packages
• Leading configured work computers of your choice
• Flexible paid time off
• Fully covered, high-quality healthcare, including fully covered dependent coverage
• Additional health coverage includes access to One Medical and the option to enroll in an FSA
• 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
• Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed