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ImprintIM

Head of AI Enterprise Operations

Imprint partners with leading global brands to design, launch, and manage co-branded credit card programs that are worthy of modern customers.

Imprint

Employee count: 51-200

Salary: 250k-275k USD

United States only

Who We Are

Imprint is reimagining co-branded credit cards & financial products to be smarter, more rewarding, and truly brand-first. We partner with companies like Rakuten, Booking.com, H-E-B, Fetch, and Brooks Brothers to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. Our platform combines advanced payments infrastructure, intelligent underwriting, and seamless UX to help brands offer powerful financial products—without becoming a bank.

Co-branded cards account for over $300 billion in U.S. annual spend—but most are still powered by legacy banks. Imprint is the modern alternative: flexible, tech-forward, and built for today’s consumer. Backed by Kleiner Perkins, Thrive Capital, and Khosla Ventures, we’re building a world-class team to redefine how people pay—and how brands grow. If you want to work fast, solve hard problems, and make a real impact, we’d love to meet you.

Key Responsibilities

Strategic Operations Leadership

  • 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.

Technology & AI Enablement

  • 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.

Customer Experience Design

  • 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.

Data-Driven Decision Making

  • 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.

People Leadership

  • 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.

What You Bring

  • 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.

Bonus Points

  • 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.).

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

  • 16 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 is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.

Compensation Range: $250K - $275K

About the job

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Posted on

Job type

Full Time

Experience level

Executive

Salary

Salary: 250k-275k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About Imprint

Learn more about Imprint and their company culture.

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Imprint partners with leading global brands to design, launch, and manage co-branded credit card programs that are worthy of modern customers.

Imprint is on a mission to make payments better for modern brands and their customers. To do that, we’re building a payments and rewards platform from the ground up. Come be a part of the future of payments.

Our operating principles

We do things that put the relationship between customers and great brands first

We have a weighty obligation to great brands and their customers, and we don't make decisions that will harm their relationship in the long term.

We give direct feedback and communicate openly

We value intellectual honesty and know that open feedback, collaboration, and communication make us better individually and as a team. We expect constructive, real-time feedback from all team members in all directions, and look for others at Imprint to refine our ideas, provide cross-functional input, challenge us, and deepen our understanding of the business.

We are winners, so we set ambitious goals and timelines

Imprint is intense and we value hard work because we are serious about our mission and about winning. We sign up for bold goals and deliver on them faster than expected.

We presume best intent from each other

Differences in opinion are encouraged. When working through problems with other team members, we look at the situation as “us vs. the problem” instead of “you vs. me.” After a decision is made, we commit to making it successful, even if we disagree.

We focus on great inputs

One of the only things we always control is the quality of our work. We have a very high bar for what good looks like at Imprint. We believe that if we measure ourselves against excellent, ruthlessly-prioritized inputs, the outcome will take care of itself.

We make this journey energizing and fulfilling for each other

Doing hard things does not have to be overly arduous. We generate momentum toward our ambitious goals and timelines by celebrating great work and treating our team with the respect that pros deserve.

We increase velocity through rigor, transparency, and documentation

We are constantly breaking new ground, and we know that to move fast we must move well. So we are rigorous in structuring our thoughts, in writing them down, in sharing all the context, and in creating and refining the process.

We obsess over talent and reward impact

The quality of the people we attract and empower defines our ability to succeed and is our biggest competitive advantage. We push back when others consider hires that would not live by these Operating Principles or make Imprint better in a definable way. We don’t sacrifice quality to quickly fill roles, and we rapidly address mis-hires. Above all else, we reward those that deliver against our goals and embody these Operating Principles.

We are pros, who take care of their role

It's not always clear who should own or be accountable for all of the work required to deliver on our commitments. Our team is made up of pros who actively take ownership and meet their obligations. We never say “it is not my job,” or assume someone else will take care of it.

Employee benefits

Learn about the employee benefits and perks provided at Imprint.

View benefits

Equity benefits

Competitive compensation and equity packages, so you are rewarded for your best work.

Paid parental leave

16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents.

Flexible paid time off

Take as much time off as you want as long as it doesn't interfere with your ability to do your work.

Flexible working hours

An understanding that successful remote work requires flexibility and an appreciation for asynchronous work.

View Imprint's employee benefits
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Imprint hiring Head of AI Enterprise Operations • Remote (Work from Home) | Himalayas