[All remote jobs](https://jobicy.com/jobs.md)[![Imprint logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2024/02/a28c5741-221.jpeg)](https://jobicy.com/company/imprint.md)[Imprint](https://jobicy.com/company/imprint.md) # Director, Strategic Customer Relations Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/imprint.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 200k–230k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished26 Oct 2026Apply before25 Nov 2026Listing views43Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Imprint is hiring a senior customer-operations leader to establish and scale its strategic customer relations function. The director will own escalations, back-office operations, credit reporting, and social media support, building operating processes, metrics, tooling, and reporting from an early-stage foundation. The role leads a hybrid internal and outsourced delivery model and partners closely with Risk, Compliance, Legal, Technology, Product, and Engineering. Success depends on reducing repeat escalations through root-cause analysis, implementing scalable agent-facing workflows, and applying AI to improve resolution quality and capacity. This is a high-impact fintech operations role with accountability for both customer outcomes and regulatory discipline. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis role must build a multi-function, regulated customer-operations capability from an unstructured state while delivering visible improvements quickly. It requires executive influence, BPO leadership, operational analytics, AI implementation, and sound judgment on complex financial-services escalations. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$215,000US market range (per year)$190k–$250k0$275k AI insightThe employer discloses a yearly base compensation range of $200,000–$230,000 USD, with a midpoint of $215,000. Estimated US market compensation for a director leading strategic customer relations and escalations in fintech is approximately $190,000–$250,000 USD per year; actual total compensation may vary with equity, location, and scope. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer escalations](https://jobicy.com/jobs?search_keywords=Customer%20escalations.md)[Customer operations](https://jobicy.com/jobs?search_keywords=Customer%20operations.md)[Back-office operations](https://jobicy.com/jobs?search_keywords=Back-office%20operations.md)[BPO management](https://jobicy.com/jobs?search_keywords=BPO%20management.md)[Operational strategy](https://jobicy.com/jobs?search_keywords=Operational%20strategy.md)[Process design](https://jobicy.com/jobs?search_keywords=Process%20design.md)[Performance metrics](https://jobicy.com/jobs?search_keywords=Performance%20metrics.md)[Workflow automation](https://jobicy.com/jobs?search_keywords=Workflow%20automation.md)[AI operations](https://jobicy.com/jobs?search_keywords=AI%20operations.md)[Credit reporting](https://jobicy.com/jobs?search_keywords=Credit%20reporting.md)[Regulatory compliance](https://jobicy.com/jobs?search_keywords=Regulatory%20compliance.md)[Root-cause analysis](https://jobicy.com/jobs?search_keywords=Root-cause%20analysis.md)[Stakeholder management](https://jobicy.com/jobs?search_keywords=Stakeholder%20management.md)[Ticketing systems](https://jobicy.com/jobs?search_keywords=Ticketing%20systems.md)[Data analytics](https://jobicy.com/jobs?search_keywords=Data%20analytics.md) Sample interview questionsHow would you build an escalations operation from an unstructured starting point?I would first map escalation intake, ownership, volumes, aging, severity, regulatory risk, and current resolution paths. I would then establish a common taxonomy, service levels, clear decision rights, backlog reporting, and quality controls before prioritizing tooling and automation. The initial roadmap would balance immediate backlog stabilization with root-cause initiatives that reduce future contacts. How have you managed an outsourced customer-operations partner while maintaining quality and accountability? I use a governance model with documented workflows, calibrated quality standards, service-level targets, weekly operating reviews, and shared dashboards. I monitor leading indicators such as case aging, transfer rates, reopens, and QA defects alongside customer and compliance outcomes. Vendor capacity planning is tied to forecasted demand and continuous coaching, not simply headcount. What are practical ways AI can improve a regulated escalations function? AI can summarize case histories, surface policy and knowledge guidance, classify issue themes, identify required evidence, and draft responses for human review. I would introduce it through controlled pilots with clear accuracy, compliance, and customer-outcome measures. Human approval, auditability, and escalation paths remain essential for sensitive or regulated decisions. How would you use escalation data to influence Product and Engineering priorities? I would create a standardized taxonomy that links case reasons to product journeys, customer impact, frequency, severity, and cost to serve. Regular root-cause reviews would convert recurring themes into well-defined problem statements with evidence, expected impact, and an accountable owner. After changes launch, I would measure whether contacts, repeat escalations, and resolution time improve. How would you align Risk, Compliance, Legal, Technology, and business leaders around a two-year vision? I would begin with a shared baseline of customer risk, operational pain points, capacity constraints, and regulatory exposure. The vision would define the target operating model, metrics, technology roadmap, and expected business outcomes, with milestones that give each function clear responsibilities. Frequent decision-oriented reviews and transparent reporting would keep stakeholders aligned as priorities change. Opportunity details ## About this role. ### Who We Are Imprint helps the world’s best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, [Booking.com](http://Booking.com), H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we’re building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you. 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. What Success Looks Like in the First 90 Days * Established operating structure, clear metrics, and backlog visibility across all four function areas * Defined a 1–2 year vision for the escalations function and a concrete work-back plan to achieve it * Replaced the current escalation process with a scalable, agent-facing solution * Built productive working relationships with key cross-functional stakeholders: Risk, General Managers, Compliance, Legal, and Tech * Demonstrated ability to manage and leverage the outsourced escalations team effectively to scale capacity 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 Qualifications 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, providing a clear benchmark for “what great looks like” * Familiarity with social media support operations and community management at scale ### Perks & 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 Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together. 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