Imprint

• Own the design, implementation, and continuous improvement of quality management frameworks that drive consistent agent performance across omnichannel support • Lead knowledge base strategy and operations in Zendesk, including content audits, ownership models, refresh cadence, and optimization for both human agents and AI consumption • Drive Sierra AI deflection strategy by analyzing feedback data, identifying content gaps, optimizing knowledge for LLM ingestion, and improving customer-facing AI delivery • Partner with Imprint's BPO training teams to design and monitor training programs that address systemic quality issues, leverage AI automation, and scale effectively with new partner launches • Build and maintain the technical architecture that connects quality inputs (QA automation, CSAT, sentiment analysis) to training outputs and knowledge base improvements • Use data from QM platforms, Sierra AI, and CSAT to diagnose root causes of quality issues—differentiating agent behavior from systemic or content gaps • Lead partner launch readiness by designing QA strategies, training plans, and content requirements that prevent launch failures and training debt • Establish cross-functional collaboration rhythms with vendor ops, engineering, product, fraud ops, partner success, compliance, and legal teams • Manage and develop a team of 2–3 associates responsible for execution, monitoring, and continuous improvement of quality and training operations

Role Description As Senior Manager of Vendor Performance and Operations , you will own the governance, performance, and financial accountability of Imprint's BPO partnerships—with primary focus on customer service and fraud operations. This is a high-impact individual contributor role requiring daily operational ownership, vendor accountability, and cross-functional influence. You will act as the primary liaison and performance driver for Imprint's outsourced contact center operations: - Establishing independent oversight of vendor performance, financial accuracy, and operational quality. - Reversing the current vendor-driven dynamic to ensure Imprint controls its outsourced cost levers with rigor, transparency, and scalability. This role requires hands-on execution, relentless follow-through, and the ability to operate independently in a high-growth, high-stakes environment. What Success Looks Like in the First 90 Days - Reestablished merchant-level performance scorecard for BPO covering customer service and fraud operations with clear SLA definitions, ownership, and consequences aligned to MSA and SOW. - Revamped operational weekly and monthly business review cadence with BPO leadership, including action logs that close consistently. - Implemented rigorous invoice and financial validation process enabling internal audit of vendor billing against volume, handle time, and contracted rates—independent of vendor-provided data. - Completed gap analysis of current BPO operating model with three-month remediation roadmap, including onboarding playbook for adding new partners (forecasting, quality management, intraday management). - Established trust as the decisive, friction-driving voice in vendor relationship—prioritizing numbers and outcomes over relationship optimization. Responsibilities - Own day-to-day governance and performance management of Imprint's primary BPO partner, covering customer service and fraud operations. - Establish and enforce performance scorecards, SLAs, and operational accountability aligned to contractual agreements. - Lead weekly and monthly business reviews with BPO leadership, ensuring action items close and performance gaps are addressed. - Build and maintain independent financial validation processes to audit vendor invoices against internal metrics (volume, handle time, contracted rates, headcount). - Conduct gap analysis of current operating model and design remediation roadmap to support partner launches and operational scale. - Develop onboarding playbooks for adding new partners to BPO model, including forecasting, workforce management, and quality assurance. - Partner with finance, CS operations, fraud operations, procurement, and legal on vendor contracts, performance issues, and cost management. - Manage site expansion and travel requirements to offshore (Philippines) and nearshore (Colombia, El Salvador) locations. - Surface performance issues early and escalate with clarity, urgency, and supporting data. - Use spreadsheets, BI tools, and vendor performance data to identify patterns, risks, and opportunities for improvement. - Act as the main point of contact for BPO-related questions from finance, product, CS, fraud, and executive leadership. Qualifications - 7+ years of direct BPO governance, outsourced contact center management, or vendor performance management experience. - Proven ability to reverse vendor-driven dynamics and establish independent oversight of performance and costs. - Strong familiarity with contact center metrics: handle time (HT), first call resolution (FCR), average speed of answer (ASA), CSAT, abandonment rate. - Experience with vendor financial modeling: tier pricing, FTE equivalents, cost center vs. headcount, managing up logic in financial models. - Proficiency with Google Sheets and Excel for financial validation, performance tracking, and reporting. - Workforce management literacy and understanding of BPO cost drivers. - Comfort with BI tools and large datasets—able to navigate data without SQL expertise. - Strong written and verbal communication skills—able to hold vendors accountable through clear, documented guidance and escalation. - Ability to operate independently as a one-person function with limited direct support. - Comfortable with imperfect data, rapid decision-making, and acting on signal without waiting for perfection. - Strong pattern recognition across operations, finance, and data quality. - Builder mindset with ability to design frameworks that scale. Nice to Have - Experience in fintech, payments, card, or banking environments. - Background in e-commerce or marketplace companies with high-volume BPO operations. - Experience managing offshore (Philippines) and nearshore (Latin America) BPO sites. - Experience supporting high-growth partner launches or product expansions. - Comfort using AI tools (Claude, ChatGPT) to accelerate operational work. 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.

• Own end-to-end field sales operations, including hiring, training, performance management, territory design, and partner relationship management • Build and manage high-performing field sales team across multiple retail locations, with direct accountability for application volume and partner satisfaction • Design and implement scalable field sales infrastructure: territory planning, coverage models, visit cadence, performance dashboards, and coaching frameworks • Establish rigorous performance management systems with clear metrics, scorecards, and data-driven feedback loops • Develop training programs to keep field reps fluent in product knowledge, technical support, and customer service best practices • Build strong relationships with partner leadership and store teams, acting as primary point of contact for field operations • Analyze unit economics and performance trends to identify improvement opportunities and optimize team efficiency • Collaborate with cross-functional stakeholders (general managers, finance, operations, tech) to address tooling gaps and operational needs • Set and maintain high performance bar while building a culture of accountability, ownership, and continuous improvement

• Audit fraud operations cases. • Audit dispute cases. • Maintain QA methodology. • Surface themes to leadership. • Drive corrective action. • Calibrate with stakeholders. • Escalate systemic issues.

• Action daily applications & existing account portfolio cases pended into the fraud queue. Review the information elements on these cases thoroughly and decision them for first party & third party fraud as per procedures. • Monitor live transaction activity to identify high risk transaction activity stemming from first and third party fraud scenarios. • Manage and resolve customer dispute claims from beginning to end, communicating with the account holder, reviewing documentation, and filing claims through the appropriate portals. • Drive improved performance on established Fraud KPI’s achieving desired function objectives to drive reduction in fraud loss while reducing disruption and improving experience for genuine applicants. • Manage multiple tasks effectively by balancing high productivity, sense of urgency and delivering quality decisions on cases reviewed.

• Action daily applications & existing account portfolio cases pended into the first party fraud queue. Review the information elements on these cases thoroughly and decision them for first party & third party fraud as per procedures. • Monitor live transaction activity to identify high risk transaction activity stemming from first and third party fraud scenarios. • Manage and resolve customer dispute claims from beginning to end, communicating with the account holder, reviewing documentation, and filing claims through the appropriate portals. • Drive improved performance on established Fraud KPI’s achieving desired function objectives to drive reduction in fraud loss while reducing disruption and improving experience for genuine applicants. • Manage multiple tasks effectively by balancing high productivity, sense of urgency and delivering quality decisions on cases reviewed.

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 Crate & Barrel, 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. As Director of Fraud Operations, you will own fraud and dispute resolution outcomes at Imprint during a period of 4x business growth. This is a hands-on leadership role requiring both strategic planning and tactical execution to scale operations efficiently. You will manage internal fraud operations teams and external vendor relationships, driving automation, workforce planning, and process/quality improvement across fraud review and dispute resolution. Success requires balancing speed with precision, leveraging data and AI to scale efficiently, and ensuring customers experience is best in class with timely, high-quality fraud support as Imprint launches new products. What Success Looks Like in the First 90 Days - Delivered accurate manpower forecasts for both internal teams and vendor (Ubiquity) based on volume trends and anticipated product launches - Developed and begun executing a concrete automation plan to improve process efficiency and reduce reliance on headcount scaling - Defined quality metrics and measurement methods for fraud review quality (internal and vendor), with a clear improvement execution plan in place - Built strong working relationships with internal stakeholders and vendor leadership to ensure alignment on goals and SLAs - Demonstrated ownership mentality by proactively identifying gaps and driving solutions independently Responsibilities - Own end-to-end fraud operations, including fraud detection, dispute resolution, and chargeback management for Imprint's credit products - Develop and execute workforce planning models to support 4x growth, balancing internal staff and vendor capacity - Lead vendor relationship management with Ubiquity and other partners, ensuring SLA adherence and quality standards - Build and implement automation roadmap in partnership with engineering to reduce manual review volume and improve efficiency - Define, measure, and improve quality metrics for fraud review accuracy and consistency across internal and external teams - Partner cross-functionally with Product, Engineering, Data, and Customer Experience to align on fraud operational priorities - Use data analysis to identify trends, optimize processes, and inform decision-making on staffing, tooling, and workflow improvements - Ensure fraud resolution meets target SLAs (currently 3-day resolution standard) to protect brand reputation and customer satisfaction Required - 7+ years of experience in fraud operations, dispute resolution, or risk operations within fintech, payments, or credit card environments - Strong vendor management experience, including leading operational partnerships and driving performance improvements - Proficiency with Excel and basic statistical analysis for workforce planning and operational forecasting - Demonstrated ability to leverage automation and technology to scale operations efficiently rather than relying on headcount - Data-driven decision-making approach with ability to define metrics, analyze trends, and surface actionable insights - Excellent communication and relationship-building skills, with experience managing cross-functional stakeholders and large teams - Self-driven ownership mentality with ability to identify problems, develop solutions, and execute independently - Sense of urgency and results orientation, focused on moving metrics rather than completing activities - Willingness to adopt AI-first tools and workflows to improve efficiency and decision quality Nice to Have - SQL knowledge or experience working with data teams to extract insights - Background in scaling fraud operations through product launches or rapid volume growth - Experience implementing quality assurance frameworks and measurement systems for operations teams 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.

• Set and execute on the technical vision and roadmap for payments, balancing speed, scale, and compliance. • Collaborate closely with product managers and stakeholders to shape user-facing and partner-facing payment flows. • Own delivery of projects end-to-end, ensuring high engineering quality, availability, and security of critical payment services. • Drive a culture of accountability, trust, and continuous improvement within your team. • Contribute to architectural decisions and ensure alignment with broader platform strategy. • Partner with other Engineering Managers and Tech Leads to improve engineering velocity, reduce dependencies, and raise the bar for technical excellence. • Lead and mentor a team of software engineers and developers, fostering a culture of technical excellence and innovation. • Conduct regular one-on-one meetings with team members to track progress, address concerns, and support career development. • Plan and manage the execution of projects, ensuring timely delivery within the allocated budget. • Collaborate with cross-functional teams, including product management, finance, and compliance, to align project objectives and deliverables. • Regularly communicate with senior management and other stakeholders to report on project status, risks, and opportunities.

• Cultivate and maintain strong relationships with key stakeholders at our partner brand, including senior executives, marketing teams, and operational leaders • Collaborate with our partners to develop and execute a strategic vision for the credit card program, aligning with their business objectives • Develop and implement strategies to drive the acquisition of new credit card customers while maximizing the value of existing cardholders • Monitor and analyze program performance, identify growth opportunities, and develop action plans to achieve program goals • Collaborate with the brand's marketing team to create effective promotional campaigns and marketing initiatives to increase cardholder engagement and usage • Lead annual and quarterly planning, budgeting, and forecasting processes to ensure the successful delivery of program goals • Analyze market trends and the competitive landscape to identify opportunities for product enhancements and promotions • Partner internally with the compliance team to ensure that the Credit Card programs adhere to all regulatory and compliance requirements • Implement risk management strategies to safeguard the program's financial health and minimize potential issues • Generate regular reports on program performance and provide insights and recommendations to senior management • Conduct in-depth data analysis to identify trends, customer behaviors, and areas for improvement • Work closely with cross-functional teams within Imprint Payments, including product, risk, compliance, customer service, and finance, to support the success of the Credit Card program

• Act as the primary relationship manager with third-party reporting partners — building rapport, managing escalations, and streamlining issue resolution. • Communicate clearly and proactively with internal stakeholders about external requirements, expectations, and timelines. • Translate technical and operational changes between partners and internal teams so that work stays coordinated and aligned. • Perform data pulls, validations, and investigations to support dispute resolution and CBR (credit bureau reporting) issue triage. • Partner with internal teams (Engineering, Ops, Analytics) to understand data flows, identify root causes, and escalate systemic problems. • Track and document issue trends to help prioritize engineering and process improvements. • Be a go-to resource for our credit disputes specialist team, assisting with resolving both direct and indirect customers disputes in a timely and accurate manner. • Maintain a strong working knowledge of bureau reporting standards and operational dependencies. • Stay embedded with internal teams to understand how platform changes and portfolio growth will impact reporting, and communicate the implications of these changes to third-party partners and internal teams to prevent breaks in reporting continuity. • Help define efficient processes and documentation that scale as new products and programs launch.