Head of Escalations & Strategic Customer Operations

Imprint; United States; Hybrid; USD 180,000 - 280,000; Full time

Job summary

Imprint seeks a Director, Strategic Customer Relations to own the strategy, operations, and outcomes of escalations, back-office functions, and social media support. This senior role drives a metrics-driven function with a clear roadmap for what great looks like and builds the infrastructure from ground up.

You will lead a hybrid team with internal staff and an outsourced partner, leverage AI-powered tools, and partner with Risk, Compliance, Legal, and Tech to scale responsibly.

Qualifications

• Experience building scalable escalation and back-office functions from scratch.
• Proven track record of outsourcing for scale.
• Ability to define a 1–2 year vision and actionable roadmaps.
• Excellent stakeholder management across Risk, Compliance, Legal, and Tech.
• Fintech/payments/regulatory services familiarity.

Responsibilities

• Own strategy, operations, and outcomes across escalations, back office, credit reporting, and social media support.
• Build operating infrastructure with processes, metrics, tooling, and backlog management.
• Lead a hybrid team of internal staff and outsourced partners.
• Identify and implement technology solutions, including AI-powered tools.
• Partner with cross-functional leaders to resolve complex escalations and ensure regulatory adherence.
• Feed escalation themes back to Product and Engineering.

Skills

Escalations leadership

Operations scaling

AI in operations

Stakeholder management

Data analytics

Outsourcing management

Cross-functional collaboration

Fintech knowledge

Tools

Linear

Sigma

Slack bots

Automation tools

Job description

Imprint seeks a Director, Strategic Customer Relations to own the strategy, operations, and outcomes of escalations, back-office functions, and social media support. This senior role drives a metrics-driven function with a clear roadmap for what great looks like and builds the infrastructure from ground up.

You will lead a hybrid team with internal staff and an outsourced partner, leverage AI-powered tools, and partner with Risk, Compliance, Legal, and Tech to scale responsibly.