Director of Operational Readiness

What Success Looks Like in the First 90 Days

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 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.