Director of Strategic Customer Relations

Join Imprint as the Director of Strategic Customer Relations, where you will lead the strategy, operations, and outcomes of customer escalations and back office functions. This senior leadership role requires a builder who has experience creating functions from scratch, leveraging outsourcing to scale, and using technology to transform operations. You will establish the operating infrastructure for the escalations function, define a clear vision for success, and partner with various departments to resolve complex escalations.

• Establishing and scaling a best-in-class escalations operation, including building the operating infrastructure for the escalations function.
• Defining and articulating a clear vision for what "great" looks like in 1–2 years, and driving stakeholder alignment and buy-in on the path to get there.
• Identifying, evaluating, and implementing technology solutions — including AI-powered tools — to improve agent support, reduce escalation volume, and increase resolution quality.

• Experience managing outsourced or BPO teams as a core part of the delivery model
• Practical experience leveraging AI in operations — e.g., agent assist tools, Slack bots, or automated resolution workflows
• Ability to set a clear vision, communicate it compellingly, and drive alignment across senior stakeholders
• Proficiency with ticketing systems and experience integrating them with data and analytics platforms for unified reporting
• Strong analytical mindset with a track record of implementing metrics, operational structure, and process discipline in ambiguous environments
• Demonstrated experience building and scaling customer escalations, back office, or customer relations functions from an early, unstructured state — not just running a mature operation
• Deep ownership mentality — identifies problems, drives solutions, and holds outcomes without being directed
• Familiarity with social media support operations and community management at scale
• Exposure to a mature, well-run escalations or customer operations function, providing a clear benchmark for "what great looks like"
• Experience at a high-growth startup navigating rapid scaling and operational volatility
• Background in fintech, payments, or regulated financial services