Director of Strategic Customer Escalations & Operations

Imprint; New York (NY); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation

Equity packages

Flexible PTO

Healthcare coverage

One Medical access

FSA option

Parental leave

Job summary

Imprint is seeking a Director, Strategic Customer Relations to own strategy, operations, and outcomes of escalations, back office, credit reporting, and social media support. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation.

You will lead a hybrid team, leverage AI tools, and partner with Risk, Compliance, Legal, and Tech to resolve complex escalations and ensure regulatory adherence.

Qualifications

• Experience building and scaling customer escalations, back office, or customer relations functions from an early, unstructured state.
• Strong analytical mindset with metrics, structure, and process discipline in ambiguous environments.
• Experience managing outsourced or BPO teams as a core delivery model.
• Practical experience leveraging AI in operations — e.g., agent assist tools, automation workflows.
• Proficiency with ticketing systems and data analytics integration.
• 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.

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

Skills

Escalations scaling

Back office ops

BPO management

AI in operations

Ticketing integration

Job description

Imprint is seeking a Director, Strategic Customer Relations to own strategy, operations, and outcomes of escalations, back office, credit reporting, and social media support. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation.

You will lead a hybrid team, leverage AI tools, and partner with Risk, Compliance, Legal, and Tech to resolve complex escalations and ensure regulatory adherence.