Imprint · San Francisco
Manufacturing & OperationsCustomer OperationsRemoteFullTimeposted 2w ago
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.
Role Summary
As Director of Operational Readiness, you will own change management and implementation within Customer Operations at Imprint. This is a director-level role with full accountability for building and running the systems, processes, and team needed to translate incoming change — from large partner launches to small policy updates — into well-executed, associate-ready implementation.
You will be the connective tissue between product, operations, and frontline teams: ensuring that every change lands completely, that agents are prepared, and that nothing falls through the cracks. This role requires building from the ground up with a small team, which means creativity, automation fluency, and a deep bias for ownership are essential.
This role blends systems thinking with cross-functional influence and hands-on execution in a fast-moving environment.
What Success Looks Like in the First 90 Days
Built a structured change intake process that captures all incoming changes — large partner launches, product updates, SOPs, policy changes — and routes them appropriately
Established implementation mechanisms: sizing changes, scoping training needs, creating agent and member communications, and maintaining a clear system of record with a full roadmap of incoming change
Identified and closed the most critical existing gaps in change implementation, using data to surface where changes have historically not reached the associate level
Leveraged automation and AI-driven flows to scale change management operations
Built strong cross-functional relationships and earned trust as the person who owns change implementation end-to-end
Responsibilities
Own the full change management lifecycle — from intake to implementation — across Customer Operations
Design and maintain a system of record (e.g., Linear or equivalent) that tracks all incoming changes with clear ownership, timelines, and status
Build and run mechanisms to size changes, scope training needs, and produce associate-facing communications, documentation, and training materials
Partner cross-functionally with Product, Engineering, Operations, and Partner teams to ensure changes are implemented completely and on time
Leverage automation and AI-assisted workflows to scale operations with a lean team
Identify themes and gaps in historical change implementation using data, and drive continuous improvement
Lead and develop one direct report, with accountability for team output and prioritization
Represent operational readiness in large launch planning (e.g., new partner launches, new support channels)
Qualifications
Required
Demonstrated track record of building and running change management, operational readiness, or implementation functions — ideally in a high-growth or fast-paced environment
Experience with project and ticketing systems (JIRA, Linear, Asana, or equivalent); direct tool expertise matters less than proven ability to build and maintain systems of record
Analytical capability to identify themes and gaps across historical changes and use data to prioritize intervention
Strong cross-functional communication and stakeholder management skills — able to gain buy-in and drive action across teams without formal authority
Proven ability to operate autonomously, navigate ambiguity, and make decisions without waiting for approvals
Demonstrated experience managing operational change through outsourced or BPO operating models
Experience using automation and/or AI-assisted workflows to scale manual processes
Nice to Have
Contact center, outsourcing, or customer operations experience
Experience in fintech, payments, or regulated environments
Familiarity with tools such as Linear, JIRA, or similar systems used in operational environments
Experience scaling a function or team from early-stage to structured operations
Track record of building cross-functional processes in environments undergoing rapid growth or launch activity
Competitive compensation and equity packages
Leading configured work computers of your choice
Flexible paid time off
Fully covered, high-quality healthcare, including fully covered dependent coverage
Additional health coverage includes access to One Medical and the option to enroll in an FSA
20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.