Director – Strategic Customer Relations

Imprint

. Own strategy, operations, and outcomes across organic, executive, and partner escalations, back office functions, credit reporting, and social media support .

Posted 9/18/2026full-timeCalifornia • United StatesLead💰 $200,000 - $230,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and scaling customer escalations and back office functions, with a strong focus on operational structure, metrics implementation, and stakeholder alignment. Proficient in leveraging AI technologies and integrating ticketing systems with analytics platforms for enhanced reporting and operational efficiency.

Highest-signal resume keywords

Customer Escalations ManagementAI-Powered Tools ImplementationTicketing Systems IntegrationOperational Structure DevelopmentStakeholder Alignment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalyticsProcess DisciplineMetrics ImplementationBack Office OperationsEscalation Management

Soft Skills

Analytical MindsetClear Vision CommunicationProblem IdentificationSolution-Driven ApproachCross-Functional Collaboration

Tools & Technologies

AI ToolsTicketing SystemsAnalytics PlatformsSlack BotsAgent Assist Tools

Industry Keywords

FintechPaymentsRegulated Financial ServicesCustomer RelationsSocial Media Support

About the role

Key responsibilities & impact

Own strategy, operations, and outcomes across organic, executive, and partner escalations, back office functions, credit reporting, and social media support
Build operating infrastructure for escalations, including processes, metrics, tooling, and backlog management
Define a 1–2 year vision for the escalations function and drive stakeholder alignment
Lead and scale a hybrid internal and outsourced team model
Identify, evaluate, and implement technology solutions, including AI-powered tools
Partner with Risk, Compliance, Legal, Tech, and General Managers to resolve complex escalations and ensure regulatory adherence
Feed escalation themes back to Product and Engineering with actionable root-cause recommendations
Establish data infrastructure connecting ticketing systems such as Linear with analytics platforms such as Sigma
Oversee back office operations including trailing statements, SCRA, bankruptcy notices, and deceased notices
Provide strategic oversight of social media support channels and expand coverage
Establish operating structure, metrics, backlog visibility, an agent-facing escalation solution, and cross-functional relationships during the first 90 days

Requirements

What you’ll need

Demonstrated experience building and scaling customer escalations, back office, or customer relations functions from an early, unstructured state
Strong analytical mindset with a track record of implementing metrics, operational structure, and process discipline in ambiguous environments
Experience managing outsourced or BPO teams as a core part of the delivery model
Practical experience leveraging AI in operations, including agent assist tools, Slack bots, or automated resolution workflows
Proficiency with ticketing systems and experience integrating them with data and analytics platforms for unified reporting
Ability to set a clear vision, communicate it compellingly, and drive alignment across senior stakeholders
Deep ownership mentality: identifies problems, drives solutions, and holds outcomes without being directed
Background in fintech, payments, or regulated financial services
Experience at a high-growth startup navigating rapid scaling and operational volatility
Exposure to a mature, well-run escalations or customer operations function
Familiarity with social media support operations and community management at scale
Legally authorized to work in the United States
Willingness to work from the NYC or SF office 2–3 days a week

Benefits

Comp & perks

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
Access to One Medical
Option to enroll in an FSA
20 weeks of paid parental leave for the primary caregiver
8 weeks of paid parental leave for all new parents
Access to industry-leading technology across all business units