Head of Customer Operations

About Imprint

Imprint is reimagining co-branded credit cards & financial products to be smarter, more rewarding, and truly brand-first. We partner with companies like H-E-B, Turkish Airlines, Brooks Brothers, and Eddie Bauer to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. Our platform combines advanced payments infrastructure, intelligent underwriting, and seamless UX to help brands offer powerful financial products—without becoming a bank.

Co-branded cards account for over $300 billion in U.S. annual spend—but most are still powered by legacy banks. Imprint is the modern alternative: flexible, tech-forward, and built for today’s consumer. Backed by Kleiner Perkins, Thrive Capital, and Khosla Ventures, we’re building a world-class team to redefine how people pay—and how brands grow. If you want to work fast, solve hard problems, and make a real impact, we’d love to meet you.

Role Details

• Salary: $250K - $275K
• Location Type: Remote
• Employment Type: FullTime

Key Responsibilities

Strategic Operations Leadership

• Own all aspects of customer service operations—including voice, chat, email, self-service, and social support—while balancing compliance, efficiency, and empathy.
• Design and execute a scalable support model tailored to the needs of a fintech company with a credit product at its core.
• Build, lead, and mentor a high-performing internal team across frontline support, team leads, and operations specialists.

Technology & AI Enablement

• Lead the evolution toward a digital-first, AI-enhanced support operation. Deploy tools such as:
  • Intelligent IVRs and virtual agents
  • Conversational AI and LLM-powered assistants
  • Predictive analytics and automation to anticipate customer needs
• Partner with product, engineering, and data teams to integrate customer support deeply into our tech stack.

Customer Experience Design

• Champion an omnichannel strategy that aligns with how modern consumers want to engage—prioritizing fast, contextual, and self-service-first support.
• Use journey mapping, customer feedback, and usage data to optimize every touchpoint.
• Ensure consistent support quality across all internal teams, blending human interaction with AI where appropriate.

Data-Driven Decision Making

• Monitor and optimize key KPIs: CSAT, NPS, resolution rate, response time, deflection, QA scores, and cost-to-serve.
• Leverage dashboards, forecasting models, and operational analytics to manage workforce planning, quality assurance, and capacity.
• Apply root cause analysis and feedback loops to continuously improve service delivery.

People Leadership

• Build and scale a high-performance culture rooted in accountability, empathy, innovation, and customer centricity.
• Provide coaching and career development for frontline leaders and support staff.
• Foster cross-functional alignment to ensure support is tightly integrated with product, risk, compliance, and engineering.

What You Bring

• 10+ years of experience in customer operations, with at least 5 years in leadership roles within fintech and/or the credit card industry.
• Experience in a regulated, high-volume environment with exposure to dispute resolution, fraud handling, compliance, and consumer protections.
• Proven track record of implementing tech-forward, AI-enabled customer support systems.
• Strong command of support platforms (e.g., Salesforce, Zendesk, AWS), BI tools, and AI-enhanced support technologies.
• Deep analytical mindset and comfort with operational metrics, forecasting, and cost management.
• Excellent communication and stakeholder management skills, with the ability to influence at all levels.

Bonus Points

• Experience launching or scaling a new card program, rewards system, or lending operation.
• Exposure to tools like speech analytics, robotic process automation (RPA), or AI-driven QA.
• Background in partnering with Risk, Compliance, and Legal teams to align support with regulatory needs (e.g., Reg Z, UDAAP, FCRA, etc.).

Perks & Benefits

• Competitive compensation and equity packages
• Leading configured work