Director of Customer Support Operations, Imprint

• 8–10 years of operations experience with progressive responsibility in customer support or customer experience functions
• Demonstrated ability to navigate ambiguity, make fast decisions with incomplete information, and maintain forward momentum
• Strong track record of building operational systems, governance frameworks, and performance measurement in high-growth environments
• Experience managing cross-functional stakeholder relationships and influencing without direct authority
• Proven ability to work deeply in operational details while driving strategic outcomes
• Data interpretation skills with ability to connect operational patterns to business impact (SQL knowledge not required)
• Experience with cost modeling, forecasting, and capacity planning
• Strong judgment with bias for action—comfortable failing fast, iterating, and being right most of the time
• Genuine team orientation with track record of bringing people along on the journey
• Comfortable having difficult performance conversations and holding vendors accountable

Desirable

• As Director of Customer Support Operations, you will lead the day-to-day execution and performance of Imprint’s customer support function, including management of our BPO partnership
• This role is responsible for translating the Customer Operations strategy into operational reality — ensuring support runs reliably, efficiently, and at high quality as Imprint scales
• You will own vendor performance, capacity planning, quality programs, and operational rigor across all support channels
• Reporting to the VP of Customer Operations, you will serve as the primary operator for customer support, partnering closely with Product, Engineering, Risk, and Finance to ensure support execution aligns with broader customer experience and business goals
• In the first 90 days, success looks like establishing strong operational control and execution within the broader Customer Operations strategy
• Established full operational control of our BPO partnership, including weekly governance cadences, KPI frameworks, and clear accountability structures
• Implemented customer satisfaction measurement (surveys, quality baselines) and created actionable performance dashboards
• Reduced support cost per contact through improved forecasting, capacity planning, and operational efficiency
• Developed accurate volume forecasting models that account for partner-specific dynamics (active vs. open account rates, seasonal patterns)
• Earned trust as a decisive partner who delivers clarity in ambiguous situations and brings cross-functional stakeholders along
• Own day-to-day performance management of our BPO partnership, serving as the primary liaison between Imprint and the vendor
• Design and implement governance frameworks, including weekly/monthly business reviews with clear follow-up and accountability
• Drive cost optimization through accurate forecasting, staffing models, and operational rigor without degrading customer experience
• Establish quality assurance frameworks, agent training programs, and continuous improvement processes
• Develop and own volume forecasting at the partner level, accounting for nuances in customer behavior and business cycles
• Translate operational insights into product and engineering priorities, influencing roadmaps based on support trends
• Build measurement systems (CSAT, quality scorecards, efficiency metrics) and use data to drive performance improvements
• Work directly in operational details when needed—reviewing tickets, auditing quality, troubleshooting escalations—while maintaining strategic perspective