Director, Strategic Customer Relations — Remote & Scalable Ops

pofft Technology Inc.; United States; A distancia; USD 200.000 - 230.000; Jornada completa

Descripción de la vacante

Imprint is seeking a Director, Strategic Customer Relations to own the strategy, operations, and outcomes of escalations, back office functions, credit reporting, and social media support. This remote role requires building scalable processes from the ground up, leveraging outsourcing to scale, and using technology — including AI — to improve resolution quality.

You will collaborate with Risk, Compliance, Legal and Tech to define a 1–2 year vision, establish metrics, and drive cross‑functional

Responsabilidades

• 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

Descripción del empleo

Imprint is seeking a Director, Strategic Customer Relations to own the strategy, operations, and outcomes of escalations, back office functions, credit reporting, and social media support. This remote role requires building scalable processes from the ground up, leveraging outsourcing to scale, and using technology — including AI — to improve resolution quality.

You will collaborate with Risk, Compliance, Legal and Tech to define a 1–2 year vision, establish metrics, and drive cross‑functional