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Imprint is a fintech company rebuilding co-branded credit cards for modern payments and customer loyalty. The company partners with major brands like Crate & Barrel, Rakuten, Booking.com, H-E-B, and Shell to launch intelligent credit programs that deepen customer loyalty and drive growth. Backed by top-tier VCs including Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, Imprint combines advanced payments infrastructure, intelligent underwriting, and customer data to create personalized financial experiences.
As Director of Operational Readiness, you will own the complete change management and implementation function within Customer Operations. You are the connective tissue between product, operations, and frontline teams, ensuring every change—from major partner launches to policy updates—translates into well-executed, agent-ready implementation. This director-level role requires building systems, processes, and a small team from the ground up.
Key responsibilities include: owning the full change management lifecycle from intake through implementation; designing and maintaining a system of record (Linear, JIRA, or equivalent) that tracks all incoming changes with clear ownership and timelines; building mechanisms to size changes, scope training needs, and produce agent-facing communications and training materials; partnering cross-functionally with Product, Engineering, Operations, and Partner teams to ensure complete and timely implementation; leveraging automation and AI-assisted workflows to scale operations; identifying themes and gaps in historical change implementation using data; leading and developing one direct report; and representing operational readiness in large launch planning.
You will succeed by establishing a structured change intake process, implementing clear sizing and scoping mechanisms, identifying and closing critical gaps in change execution, scaling through automation, and building strong cross-functional relationships. This role blends systems thinking with hands-on execution in a fast-moving, high-growth environment.
