SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Imprint is a fintech company that modernizes co-branded credit card programs for major brands like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell. The company combines payments infrastructure, intelligent underwriting, and customer data to create personalized financial experiences without requiring partners to become banks.
As Director of Strategic Customer Relations, you will own the complete 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 from an early, unstructured state.
You will lead across four core function areas: escalations (organic, executive, and partner), back office operations, credit reporting, and social media support. Your mandate is to transform reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for excellence.
In your first 90 days, you will establish operating structure and clear metrics across all four areas, define a 1–2 year vision for the escalations function with a concrete work-back plan, replace the current escalation process with a scalable agent-facing solution, build productive relationships with Risk, General Managers, Compliance, Legal, and Tech stakeholders, and demonstrate effective management of the outsourced escalations team.
Key responsibilities include: owning strategy and outcomes across all four function areas; building operating infrastructure (processes, metrics, tooling, backlog management) from the ground up; defining and articulating a clear vision for "great" in 1–2 years and driving stakeholder alignment; leading and scaling a hybrid team model combining internal staff and outsourced partners; identifying and implementing technology solutions including AI-powered tools to improve agent support and reduce escalation volume; partnering with Risk, Compliance, Legal, Tech, and General Managers on complex escalations and regulatory adherence; feeding escalation themes back to Product and Engineering with actionable recommendations; establishing data infrastructure connecting ticketing systems (e.g., Linear) with analytics platforms (e.g., Sigma) for unified reporting; overseeing back office operations including trailing statements, SCRA, bankruptcy notices, and deceased notices; and providing strategic oversight of social media support channels.
REQUIREMENTS:
Required:
- 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 Have:
- 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
- Familiarity with social media support operations and community management at scale
