Director of Operational Readiness

About this role

WHO WE ARE

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 http://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

PERKS & BENEFITS

- 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

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