Head of Escalations & Customer Operations

imprint; United States; On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive compensation and equity

Configured work computers

Flexible paid time off

Fully covered healthcare including dep

One Medical access

Parental leave 20 weeks primary / 8 to

Job summary

Imprint is seeking a Director, Strategic Customer Relations to own strategy, operations, and outcomes across escalations, back office, credit reporting, and social media support. You will build the infrastructure from ground up, define a 1–2 year vision, lead a hybrid team with internal staff and an outsourced partner, and leverage AI to improve resolution quality.

You will collaborate with Risk, Compliance, Legal, Tech, and General Managers to address complex escalations and ensure regulatory

Qualifications

• Experience building and scaling escalations, back office, or customer relations from unstructured to defined state.
• Strong analytics mindset with metrics discipline in ambiguous environments.
• Experience managing outsourced or BPO teams as a core delivery model.
• Practical experience using AI in operations (agent assist, automations).
• Proficiency with ticketing systems and data integrations for unified reporting.
• Ability to set a clear vision and drive senior stakeholder alignment.
• Deep ownership mentality and proactive problem solving.

Responsibilities

• Own strategy, operations, and outcomes across escalations, back office, credit reporting, and social media support.
• Build infrastructure for the escalations function: processes, metrics, tooling, backlog management.
• Define a 1–2 year vision and drive buy-in from stakeholders.
• Lead and scale a hybrid team model with internal staff and an outsourced partner.
• Identify and implement AI-powered solutions to improve support and reduce escalations.
• Collaborate with Risk, Compliance, Legal, Tech, and General Managers on complex escalations.
• Provide feedback to Product and Engineering to address root causes.
• Establish data infrastructure linking ticketing with analytics platforms.
• Oversee back office operations including trailing statements and notices.
• Strategize social media support expansion.

Skills

Escalations ops

Outsourced teams

AI in ops

Analytics

Stakeholder alignment

Strategic leadership

Education

MBA or equivalent

Bachelor's degree

Tools

Ticketing platforms

Data analytics tools

CRM integrations

Job description

Imprint is seeking a Director, Strategic Customer Relations to own strategy, operations, and outcomes across escalations, back office, credit reporting, and social media support. You will build the infrastructure from ground up, define a 1–2 year vision, lead a hybrid team with internal staff and an outsourced partner, and leverage AI to improve resolution quality.

You will collaborate with Risk, Compliance, Legal, Tech, and General Managers to address complex escalations and ensure regulatory