Director, Strategic Customer Relations

Role overview

This job description has been rewritten in fresh language using the facts in the listing. Source credit and original listing details are available below.

Imprint is hiring a full-time Director, Strategic Customer Relations for a remote role in the United States, with annual compensation of $200,000–$230,000. The company builds co-branded credit card programs and financial products with brand partners, using payments infrastructure, underwriting, and customer data. Its partners include Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell.

The director will lead the strategy, operations, and results for four areas: customer escalations, back office operations, credit reporting, and social media support. The role is focused on creating a structured, metrics-driven operation from an early and unstructured state, including scaling work through an outsourced partner and using technology such as AI to improve support.

In the first 90 days, the company expects the director to establish operating structures, metrics, and backlog visibility across all four areas; set a one- to two-year direction and execution plan for escalations; and replace the current escalation process with a scalable solution for agents. The director will also build effective working relationships with Risk, General Managers, Compliance, Legal, and Tech, and demonstrate effective management of the outsourced team.

The benefits listed include equity, a work computer of the employee’s choice, flexible paid time off, fully covered health care and dependent coverage, One Medical access, an optional FSA, and paid parental leave of 20 weeks for primary caregivers and eight weeks for other new parents.

Role at a glance: Imprint seeks a U.S.-based remote Director, Strategic Customer Relations to lead escalations and related customer operations, at $200,000–$230,000 per year.

Responsibilities mentioned in the listing

• Lead strategy, operations, and outcomes for organic, executive, and partner escalations, back office functions, credit reporting, and social media support.
• Build escalation processes, metrics, tools, and backlog management from the ground up.
• Set a one- to two-year vision for escalations and secure stakeholder alignment on the plan.
• Manage and scale a hybrid team of internal employees and an outsourced partner.
• Assess and implement technology, including AI tools, to support agents, reduce escalations, and improve resolution quality.
• Work with Risk, Compliance, Legal, Tech, and General Managers on complex escalations and regulatory adherence.
• Share escalation trends and practical recommendations with Product and Engineering to address root causes.

Qualifications stated in the listing

• Experience building and scaling customer escalations, back office, or customer relations functions from an early, unstructured stage.
• Analytical ability and a record of establishing metrics, operational structure, and disciplined processes in ambiguous settings.
• Experience managing outsourced or BPO teams as a core part of service delivery.
• Practical use of AI in operations, such as agent-assist tools, Slack bots, or automated resolution workflows.
• Proficiency with ticketing systems and experience connecting them to data and analytics platforms for unified reporting.
• Ability to define and communicate a clear vision and align senior stakeholders.
• Strong ownership: independently identifying problems, driving solutions, and taking responsibility for outcomes.
• Preferred: experience in fintech, payments, or regulated financial services; at a high-growth startup; or in a mature escalations or customer operations function.