Director, AI-Driven Customer Escalations & Ops

Bazeta; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation and equity

Flexible paid time off

Fully covered healthcare

Equity options

Job summary

Imprint is seeking a Director of Strategic Customer Relations in the United States to own the strategy, operations, and outcomes of escalations, back office functions, credit reporting, and social media support. The role leads a hybrid internal and outsourced team, driving a scalable, metrics-driven operation with a clear 1–2 year vision and cross-functional alignment.

The candidate will leverage AI-powered tools to improve agent support, reduce escalation volume, and increase resolution quality

Qualifications

• Demonstrated experience building and scaling customer escalations, back office, or customer relations functions from an early, unstructured state.
• Strong analytical mindset with a track record of implementing metrics, operational structure, and process discipline.
• Experience managing outsourced or BPO teams as a core delivery model.
• Practical experience leveraging AI in operations (e.g., agent assist tools, automation).
• Proficiency with ticketing systems and analytics platforms for unified reporting.

Responsibilities

• Own strategy, operations, and outcomes across escalations, back office, credit reporting, and social media support.
• Build the operating infrastructure for the escalations function: processes, metrics, tooling, and backlog management.
• Define a clear 1–2 year vision and drive stakeholder alignment on the path to get there.
• Lead and scale a hybrid internal and outsourced team to meet growing demand.
• Identify and implement technology solutions, including AI-powered tools, to improve support and resolution quality.
• Collaborate with Risk, Compliance, Legal, Tech, and GMs to resolve escalations and ensure regulatory adherence.

Skills

Escalations management

Back office operations

Outsourced/BPO management

AI in operations

Ticketing systems integration

Tools

Linear

Sigma

Slack

Job description

Imprint is seeking a Director of Strategic Customer Relations in the United States to own the strategy, operations, and outcomes of escalations, back office functions, credit reporting, and social media support. The role leads a hybrid internal and outsourced team, driving a scalable, metrics-driven operation with a clear 1–2 year vision and cross-functional alignment.

The candidate will leverage AI-powered tools to improve agent support, reduce escalation volume, and increase resolution quality