Director, Strategic Customer Relations
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. We need to include sections only when posting has real specific content. We have content: Who We Are (company description) maybe "About the role"? The posting includes "Who We Are" then description of role. Could treat "Who We Are" as About the role? But they said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can map sections accordingly.
We have:
- About the role: description of role, success looks like, responsibilities? Actually responsibilities separate.
We have "What Success Looks Like In The First 90 Days" - could be part of About the role or separate? Probably part of About the role.
We have "Responsibilities" list.
We have "Qualifications" (Required and Nice to Have). Could be Requirements? They said Requirements heading. We'll use Qualifications maybe as Requirements? But they gave list of possible headings; we can use Qualifications as heading? They said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can include any of those. We'll include About the role, Responsibilities, Requirements (Qualifications), Benefits, Pay.
We have Pay: Compensation Range: $200K - $230K.
We have Benefits: list of perks.
We have no explicit Schedule.
We have Skills? Not explicit.
We'll include About the role (company description + role overview + success metrics). Responsibilities (list). Requirements (Qualifications required + nice to have maybe combined). Benefits (list). Pay (compensation range). Ensure we don't include boilerplate like EEO etc. Remove those lines.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like "Imprint helps the world's best brands grow..." etc.
We need to format as HTML fragment only, no or . Use headings, - for lists,
for prose.
We need to ensure we don't repeat job title as heading. Job title is "Director, Strategic Customer Relations". Not used.
We need to drop Job ID/requisition numbers (none). Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement and "If you are passionate about FinTech..." that's application encouragement; we should remove that as application instructions? Probably remove.
Also remove "Imprint is committed to a diverse and inclusive workplace..." etc.
Now craft content.
About the role: combine "Who We Are" paragraph(s) and role overview and success looks like.
Let's extract:
Who We Are: Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
Then role description: As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.
What Success Looks Like In The First 90 Days: bullet list.
We'll put that as part of About the role maybe as a
.
Now Responsibilities: list.
Responsibilities bullet points from posting.
Qualifications: Required and Nice to Have.
We'll combine into Requirements section with two sublists? Could just list all bullet points under Requirements, marking nice to have maybe as separate? But we must preserve all info. Could do two subheadings? Not allowed; only h3 headings. Could embed paragraphs indicating "Required:" and "Nice to Have:" inside then list. Simpler: make a
with all items, and prefix each with (Required) or (Nice to Have). That preserves info.
Benefits: list.
Pay: compensation range.
Now produce HTML.
Check for any duplicated lines: ensure we don't repeat.
Let's craft.
HTML:
About the role
Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.
What Success Looks Like In The First 90 Days
- Established operating structure, clear metrics, and backlog visibility across all four function areas
- Defined a 1–2 year vision for the escalations function and a concrete work-back plan to achieve it
- Replaced the current escalation process with a scalable, agent-facing solution
- Built productive working relationships with key cross-functional stakeholders: Risk, General Managers, Compliance, Legal, and Tech
- Demonstrated ability to manage and leverage the outsourced escalations team effectively to scale capacity
But the instruction said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list "What Success Looks Like In The First 90 Days". However we could embed that under About the role as a list. But they said include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. The success criteria is specific content, so we could make a separate section but heading must be from the given list? The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. But safer to stick to those headings. We could incorporate success criteria under About the role as a . That would keep headings limited to allowed examples.
Thus we will not create a separate heading for success; we will include it as part of About the role.
Similarly, we might not need a separate Requirements heading if we combine qualifications under Requirements.
Thus final headings: About the role, Responsibilities, Requirements, Benefits, Pay.
We'll not include Skills.
Now craft About the role paragraph(s) plus success list inside.
Let's write:
About the role
Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.
- Established operating structure, clear metrics, and backlog visibility across all four function areas
- Defined a 1–2 year vision for the escalations function and a concrete work-back plan to achieve it
- Replaced the current escalation process with a scalable, agent
headings, - for lists,
for prose.
We need to ensure we don't repeat job title as heading. Job title is "Director, Strategic Customer Relations". Not used.
We need to drop Job ID/requisition numbers (none). Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement and "If you are passionate about FinTech..." that's application encouragement; we should remove that as application instructions? Probably remove.
Also remove "Imprint is committed to a diverse and inclusive workplace..." etc.
Now craft content.
About the role: combine "Who We Are" paragraph(s) and role overview and success looks like.
Let's extract:
Who We Are: Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
Then role description: As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.
What Success Looks Like In The First 90 Days: bullet list.
We'll put that as part of About the role maybe as a
.
Now Responsibilities: list.
Responsibilities bullet points from posting.
Qualifications: Required and Nice to Have.
We'll combine into Requirements section with two sublists? Could just list all bullet points under Requirements, marking nice to have maybe as separate? But we must preserve all info. Could do two subheadings? Not allowed; only h3 headings. Could embed paragraphs indicating "Required:" and "Nice to Have:" inside then list. Simpler: make a
with all items, and prefix each with (Required) or (Nice to Have). That preserves info.
Benefits: list.
Pay: compensation range.
Now produce HTML.
Check for any duplicated lines: ensure we don't repeat.
Let's craft.
HTML:
About the role
Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.
What Success Looks Like In The First 90 Days
- Established operating structure, clear metrics, and backlog visibility across all four function areas
- Defined a 1–2 year vision for the escalations function and a concrete work-back plan to achieve it
- Replaced the current escalation process with a scalable, agent-facing solution
- Built productive working relationships with key cross-functional stakeholders: Risk, General Managers, Compliance, Legal, and Tech
- Demonstrated ability to manage and leverage the outsourced escalations team effectively to scale capacity
But the instruction said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list "What Success Looks Like In The First 90 Days". However we could embed that under About the role as a list. But they said include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. The success criteria is specific content, so we could make a separate section but heading must be from the given list? The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. But safer to stick to those headings. We could incorporate success criteria under About the role as a . That would keep headings limited to allowed examples.
Thus we will not create a separate heading for success; we will include it as part of About the role.
Similarly, we might not need a separate Requirements heading if we combine qualifications under Requirements.
Thus final headings: About the role, Responsibilities, Requirements, Benefits, Pay.
We'll not include Skills.
Now craft About the role paragraph(s) plus success list inside.
Let's write:
About the role
Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.
- Established operating structure, clear metrics, and backlog visibility across all four function areas
- Defined a 1–2 year vision for the escalations function and a concrete work-back plan to achieve it
- Replaced the current escalation process with a scalable, agent
for prose. We need to ensure we don't repeat job title as heading. Job title is "Director, Strategic Customer Relations". Not used. We need to drop Job ID/requisition numbers (none). Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is EEO statement and "If you are passionate about FinTech..." that's application encouragement; we should remove that as application instructions? Probably remove. Also remove "Imprint is committed to a diverse and inclusive workplace..." etc. Now craft content. About the role: combine "Who We Are" paragraph(s) and role overview and success looks like. Let's extract: Who We Are: Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you. Then role description: As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint. What Success Looks Like In The First 90 Days: bullet list. We'll put that as part of About the role maybe as a
- .
Now Responsibilities: list.
Responsibilities bullet points from posting.
Qualifications: Required and Nice to Have.
We'll combine into Requirements section with two sublists? Could just list all bullet points under Requirements, marking nice to have maybe as separate? But we must preserve all info. Could do two subheadings? Not allowed; only h3 headings. Could embed paragraphs indicating "Required:" and "Nice to Have:" inside
- Established operating structure, clear metrics, and backlog visibility across all four function areas
- Defined a 1–2 year vision for the escalations function and a concrete work-back plan to achieve it
- Replaced the current escalation process with a scalable, agent-facing solution
- Built productive working relationships with key cross-functional stakeholders: Risk, General Managers, Compliance, Legal, and Tech
- Demonstrated ability to manage and leverage the outsourced escalations team effectively to scale capacity
- Established operating structure, clear metrics, and backlog visibility across all four function areas
- Defined a 1–2 year vision for the escalations function and a concrete work-back plan to achieve it
- Replaced the current escalation process with a scalable, agent
then list. Simpler: make a
- with all items, and prefix each with (Required) or (Nice to Have). That preserves info.
Benefits: list.
Pay: compensation range.
Now produce HTML.
Check for any duplicated lines: ensure we don't repeat.
Let's craft.
HTML:
About the role
Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.
What Success Looks Like In The First 90 Days
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive. But safer to stick to those headings. We could incorporate success criteria under About the role as a . That would keep headings limited to allowed examples.
Thus we will not create a separate heading for success; we will include it as part of About the role.
Similarly, we might not need a separate Requirements heading if we combine qualifications under Requirements.
Thus final headings: About the role, Responsibilities, Requirements, Benefits, Pay.
We'll not include Skills.
Now craft About the role paragraph(s) plus success list inside.
Let's write:
About the role
Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.
About the role
Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
As Director, Strategic Customer Relations, you will own the strategy, operations, and outcomes of Imprint's customer escalations and back office functions. This is a senior leadership role with direct accountability for building and scaling a best-in-class escalations operation. You will serve as the vision-setting, execution-driving leader across four core function areas: escalations, back office operations, credit reporting, and social media support — translating reactive, ad hoc processes into a structured, metrics-driven function with a clear roadmap for what great looks like. This role requires a builder who has created functions like this from scratch, knows how to leverage outsourcing to scale, and can use technology — including AI — to transform how escalations work at Imprint.