Remote opportunity at
ImprintDirector, Strategic Customer Relations
Imprint is looking for a Director, Strategic Customer Relations to lead the strategy, operations, and results for customer escalations and back office functions. This remote, full-time…
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About This Role
Imprint is looking for a Director, Strategic Customer Relations to lead the strategy, operations, and results for customer escalations and back office functions. This remote, full-time senior leadership position oversees four core areas: escalations, back office operations, credit reporting, and social media support. The ideal candidate has experience building these functions from the ground up, scaling with outsourced partners, and implementing technology solutions such as artificial intelligence. Imprint helps top…
Job Description
Imprint is looking for a Director, Strategic Customer Relations to lead the strategy, operations, and results for customer escalations and back office functions. This remote, full-time senior leadership position oversees four core areas: escalations, back office operations, credit reporting, and social media support. The ideal candidate has experience building these functions from the ground up, scaling with outsourced partners, and implementing technology solutions such as artificial intelligence.
Imprint helps top brands create modern, rewarding co-branded credit card programs that enhance customer loyalty and drive growth. Backed by major venture capital firms, the company combines advanced payment infrastructure and data to deliver tailored financial products.
The person in this role will transition reactive processes into a structured, metrics-driven organization. Success in the first 90 days includes establishing clear operating metrics, defining a multi-year vision, and partnering with internal teams such as Risk, Compliance, Legal, and Tech.
Responsibilities
- Manage strategy, operations, and outcomes across organic, executive, and partner escalations, back office functions, credit reporting, and social media support.
- Design the operational infrastructure for escalations from scratch, including processes, metrics, tooling, and backlog management.
- Articulate a 1 to 2 year vision for the escalations function and secure stakeholder alignment.
- Direct and scale a hybrid team combining internal staff and an outsourced partner.
- Find and implement technology solutions, including AI-powered tools, to decrease escalation volume and enhance resolution quality.
- Collaborate with Risk, Compliance, Legal, Tech, and General Managers to address intricate escalations and maintain regulatory compliance.
- Share escalation trends with Product and Engineering teams to resolve underlying root causes.
- Connect ticketing systems with analytics platforms to establish unified reporting.
- Supervise back office tasks covering trailing statements, SCRA, bankruptcy notices, and deceased notices.
- Provide strategic oversight for social media support channels with plans to broaden coverage.
Requirements
- Demonstrated background in constructing and scaling customer escalations, back office, or customer relations functions from an early stage
- Strong analytical mindset focused on implementing operational metrics, structure, and process discipline
- Experience managing outsourced or BPO teams as part of delivery
- Practical background using AI in operations, such as agent assist tools, Slack bots, or automated resolution workflows
- Proficiency with ticketing systems and integrating them with analytics platforms
- Ability to communicate a clear vision and align senior stakeholders
- Deep ownership mentality to drive solutions and hold outcomes
Qualifications
- Experience in fintech, payments, or regulated financial services
- Background at a high-growth startup handling rapid scaling and operational volatility
- Exposure to a mature, well-run customer operations or escalations function
- Familiarity with social media support operations and community management at scale
Core Skills
Benefits
- Competitive compensation and equity packages
- Configured work computers of your choice
- Flexible paid time off
- Fully covered, high-quality healthcare including dependent coverage
- Access to One Medical and optional FSA
- 20 weeks of paid parental leave for primary caregivers and 8 weeks for all other new parents
- Access to industry-leading technology across business units
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting specifies that the role is remote.
What is the salary range for this role?
The salary is between USD 200,000 and 230,000 per year.
What type of employment is this?
This is a full-time position.
What core functions will I oversee?
You will oversee escalations, back office operations, credit reporting, and social media support.
Sample Interview Questions
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