Head of Customer Operations, Imprint
$250-275k
+ Equity
Branded payments and rewards products
Job no longer available
Branded payments and rewards products
101-200 employees
Job no longer available
$250-275k
+ Equity
101-200 employees
Company mission
To make payments better for modern brands and their customers.
Role
Who you are
- 10+ years of experience in customer operations, with at least 5 years in leadership roles within fintech and/or the credit card industry
- Experience in a regulated, high-volume environment with exposure to dispute resolution, fraud handling, compliance, and consumer protections
- Proven track record of implementing tech-forward, AI-enabled customer support systems
- Strong command of support platforms (e.g., Salesforce, Zendesk, AWS), BI tools, and AI-enhanced support technologies
- Deep analytical mindset and comfort with operational metrics, forecasting, and cost management
- Excellent communication and stakeholder management skills, with the ability to influence at all levels
Desirable
- Experience launching or scaling a new card program, rewards system, or lending operation
- Exposure to tools like speech analytics, robotic process automation (RPA), or AI-driven QA
- Background in partnering with Risk, Compliance, and Legal teams to align support with regulatory needs (e.g., Reg Z, UDAAP, FCRA, etc.)
What the job involves
- Own all aspects of customer service operations—including voice, chat, email, self-service, and social support—while balancing compliance, efficiency, and empathy
- Design and execute a scalable support model tailored to the needs of a fintech company with a credit product at its core
- Build, lead, and mentor a high-performing internal team across frontline support, team leads, and operations specialists
- Lead the evolution toward a digital-first, AI-enhanced support operation. Deploy tools such as:
- Intelligent IVRs and virtual agents
- Conversational AI and LLM-powered assistants
- Predictive analytics and automation to anticipate customer needs
- Partner with product, engineering, and data teams to integrate customer support deeply into our tech stack
- Champion an omnichannel strategy that aligns with how modern consumers want to engage—prioritizing fast, contextual, and self-service-first support
- Use journey mapping, customer feedback, and usage data to optimize every touchpoint
- Ensure consistent support quality across all internal teams, blending human interaction with AI where appropriate
- Monitor and optimize key KPIs: CSAT, NPS, resolution rate, response time, deflection, QA scores, and cost-to-serve
- Leverage dashboards, forecasting models, and operational analytics to manage workforce planning, quality assurance, and capacity
- Apply root cause analysis and feedback loops to continuously improve service delivery
- Build and scale a high-performance culture rooted in accountability, empathy, innovation, and customer centricity
- Provide coaching and career development for frontline leaders and support staff
- Foster cross-functional alignment to ensure support is tightly integrated with product, risk, compliance, and engineering
Our take
These days, all sorts of cards abound, from virtual cards to co-branded credit cards. Imprint aims to stand out in the increasingly crowded space by partnering with businesses to provide branded rewards cards for customers.
While there has been an increase in the number of companies offering branded financial products to reduce costs, Imprint sees its card programs as offering a new platform for deepening customer relationships: less of the nastiness of credit and a much greater focus on rewards.
The startup is focusing on refining its embedded finance solution to fulfil its vision of an Apple-pay like experience for merchants and consumers.
Imprint will hope that its lightweight service, fit for smaller customers like hotel chains, will allow it to compete with the major venture-backed players in the space like Cardless, Apto and Alviere. Its $75 million in venture capital raised in 2023 will go some way towards achieving these aims.
Freddie
Company Specialist at Welcome to the Jungle
Insights
103% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2024
$75m
SERIES C
Nov 2023
$75m
SERIES B
Total funding: $203m
Company benefits
- Leading configured work computers of your choice
- Generous and flexible PTO policy
- Fully covered, high-quality healthcare including fully covered dependent coverage
- Additional health coverage includes access to One Medical and option to enroll in an FSA
- 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
- An understanding that successful remote work requires flexibility and an appreciation for asynchronous work
- 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
Company HQ
Little Italy, New York, NY
Leadership
Daragh Murphy
(CEO)Previously VP of Operations & Strategy at WeWork. They were a Junior Partner at McKinsey until 2018. Originally trained as a lawyer at Duke University, before working as a Corporate Lawyer at WilmerHale.
Michael Pechman
(Head of Operations)Portfolio Director of Thrive Capital until 2020. Before that, worked as a Product Manager at Google and as a Business Analyst at McKinsey.
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