Director of Operational Readiness

About the Company

Imprint helps the world's best brands grow the lifetime value of their customers. 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.

Responsibilities

• Own the full change management lifecycle across Customer Operations
• Design and maintain a system of record to track incoming changes with clear ownership and timelines
• Build mechanisms to size changes, scope training needs, and produce associate-facing communications
• Partner cross-functionally with Product, Engineering, Operations, and Partner teams
• Leverage automation and AI-assisted workflows to scale operations
• Identify themes and gaps in historical change implementation using data
• Lead and develop one direct report

Requirements

• Track record of building change management or operational readiness functions in high-growth environments
• Experience with project and ticketing systems like JIRA, Linear, or Asana
• Analytical capability to use data for prioritizing interventions
• Strong cross-functional communication and stakeholder management skills
• Ability to operate autonomously and navigate ambiguity
• Experience managing operational change through outsourced or BPO operating models
• Experience using automation or AI-assisted workflows to scale processes

Preferred Qualifications

• Contact center, outsourcing, or customer operations experience
• Experience in fintech, payments, or regulated environments
• Experience scaling a function from early-stage to structured operations