Head of Customer Operations

Remote

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$250,000 – $275,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial Services, Credit CardsIndustries

Requirements

Candidates should possess over 10 years of experience in customer operations, with a minimum of 5 years in leadership roles within the fintech or credit card industry. Experience in regulated, high-volume environments including dispute resolution, fraud handling, compliance, and consumer protections is required. A 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 are necessary. A deep analytical mindset, comfort with operational metrics, forecasting, cost management, and excellent communication and stakeholder management skills are also essential. Bonus points include experience launching or scaling card programs, rewards systems, or lending operations, exposure to speech analytics, RPA, or AI-driven QA, and experience partnering with Risk, Compliance, and Legal teams on regulatory needs.

Responsibilities

The Head of Customer Operations will own all aspects of customer service operations, including voice, chat, email, self-service, and social support, balancing compliance, efficiency, and empathy. They will design and execute a scalable support model tailored to a fintech company with a credit product, and build, lead, and mentor a high-performing internal team. Responsibilities also include leading the evolution toward a digital-first, AI-enhanced support operation by deploying tools such as intelligent IVRs, virtual agents, conversational AI, LLM-powered assistants, and predictive analytics. The role involves partnering with product, engineering, and data teams to integrate customer support into the tech stack, championing an omnichannel strategy, and optimizing customer touchpoints through journey mapping and feedback. Additionally, the Head of Customer Operations will monitor and optimize key KPIs, leverage dashboards and analytics for workforce planning and quality assurance, apply root cause analysis for continuous improvement, and build a high-performance culture rooted in accountability, empathy, innovation, and customer centricity, while providing coaching and fostering cross-functional alignment.

Skills

Customer Service Operations

Voice Support

Chat Support

Email Support

Self-Service Support

Social Support

Compliance

Efficiency

Empathy

Scalable Support Models

Fintech

Credit Products

Team Leadership

Mentoring

Digital-First Operations

AI-Enhanced Support

Intelligent IVRs

Virtual Agents

Conversational AI

LLM

Predictive Analytics

Automation

Omnichannel Strategy

Customer Experience Design

Imprint

Designs and manages co-branded credit card programs

About Imprint

Imprint designs and manages co-branded credit card programs for well-known American brands. By partnering with these brands, Imprint creates credit cards that attract modern consumers, aiming to enhance the value of their partners' customer relationships. The company focuses on increasing metrics such as average spending, shopping frequency, and annual sales for cardholders. Imprint's process is notably faster than traditional credit card issuers, allowing them to launch new programs in about three months instead of the typical 18 months. Additionally, Imprint prioritizes customer service, offering a premium experience to cardholders. The goal of Imprint is to provide brands with effective credit card solutions that drive customer loyalty and sales.

New York City, New YorkHeadquarters

2020Year Founded

$197.5MTotal Funding

SERIES_CCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Competitive compensation and equity packages

Leading configured work computers of your choice

Unlimited vacation policy

Fully covered, high-quality healthcare including fully covered dependent coverage

Additional health coverage includes access to One Medical and option to enroll in an FSA

16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents

An understanding that successful remote work requires flexibility and an appreciation for asynchronous work

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

Limited edition Imprint Credit Card (no hard pull) for the first 100 team members only. Get 1.5% cash back on all purchases, plus additional perks

Risks

Increased competition from traditional issuers adopting fintech innovations.

Potential regulatory scrutiny could increase compliance costs for Imprint.

Economic downturns may reduce transaction volumes and Imprint's revenue.

Differentiation

Imprint launches co-branded credit card programs in just three months.

Imprint offers tailored rewards programs for each brand's specific needs.

Imprint provides 'white-glove treatment' customer service to all cardholders.

Upsides

Imprint raised $75M in Series C funding to fuel innovation.

Increased consumer interest in digital wallets boosts demand for Imprint's solutions.

Partnerships with traditional banks expand Imprint's co-branded card opportunities.

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