Director, Strategic Customer Relations

Imprint

4d • $200,000 - $230,000

About The Position

As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.

Requirements

• Demonstrated experience building and scaling customer escalations, back office, or customer relations functions from an early, unstructured state — not just running a mature operation
• Strong analytical mindset with a track record of implementing metrics, operational structure, and process discipline in ambiguous environments
• Experience managing outsourced or BPO teams as a core part of the delivery model
• Practical experience leveraging AI in operations — e.g., agent assist tools, Slack bots, or automated resolution workflows
• Proficiency with ticketing systems and experience integrating them with data and analytics platforms for unified reporting
• Ability to set a clear vision, communicate it compellingly, and drive alignment across senior stakeholders
• Deep ownership mentality — identifies problems, drives solutions, and holds outcomes without being directed

Nice To Haves

• Background in fintech, payments, or regulated financial services
• Experience at a high-growth startup navigating rapid scaling and operational volatility
• Exposure to a mature, well-run escalations or customer operations function, providing a clear benchmark for "what great looks like"
• Familiarity with social media support operations and community management at scale

Responsibilities

• Own strategy, operations, and outcomes across escalations (organic, executive, and partner), back office functions, credit reporting, and social media support
• Build the operating infrastructure for the escalations function: processes, metrics, tooling, and backlog management — from the ground up
• Define and articulate a clear vision for what "great" looks like in 1–2 years, and drive stakeholder alignment and buy-in on the path to get there
• Lead and scale a hybrid team model, including internal staff and an outsourced partner, to meet growing demand without proportional headcount growth
• Identify, evaluate, and implement technology solutions — including AI-powered tools — to improve agent support, reduce escalation volume, and increase resolution quality
• Partner with Risk, Compliance, Legal, Tech, and General Managers to resolve complex escalations and ensure regulatory adherence
• Feed escalation themes back to Product and Engineering with actionable recommendations to address root causes and prevent recurrence
• Establish data infrastructure that connects ticketing systems (e.g., Linear) with broader analytics platforms (e.g., Sigma) for unified reporting and insight
• Oversee back office operations including trailing statements, SCRA, bankruptcy notices, and deceased notices
• Provide strategic oversight of social media support channels with a plan to expand coverage

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