Imprint

• Serve as an on-site brand ambassador for Imprint's co-branded credit card programs, engaging store associates and guests to communicate card features, benefits, rewards, and promotional offers • Train and coach retail store associates on card sales techniques, objection handling, and program value—building their confidence and capability to independently drive card applications • Drive card acquisition by connecting credit card benefits to the in-store shopping experience and tailoring recommendations to individual customer needs and interests • Assist customers with completing credit card applications accurately, ensuring a smooth and compliant application experience from start to finish • Collaborate with store teams to meet daily, weekly, and monthly acquisition goals, contributing to a positive, results-oriented team environment • Track and report on store-level performance metrics, including application volume, associate engagement, and cardholder penetration rates, surfacing insights to your manager • Maintain strong working knowledge of the partner brand's products, promotions, events, and loyalty programs to effectively connect card benefits to the broader customer experience • Identify operational gaps or coaching opportunities at the store level and escalate with proposed solutions to the Head of Field Sales • Adhere to all applicable bank policies, procedures, regulations, and legal requirements, including those governing consumer credit applications and data privacy • Maintain scheduling flexibility as business needs evolve, including availability across store hours, evenings, weekends, and key retail seasons

• Serve as an on-site brand ambassador for Imprint's co-branded credit card programs, engaging store associates and guests to communicate card features, benefits, rewards, and promotional offers • Train and coach retail store associates on card sales techniques, objection handling, and program value—building their confidence and capability to independently drive card applications • Drive card acquisition by connecting credit card benefits to the in-store shopping experience and tailoring recommendations to individual customer needs and interests • Assist customers with completing credit card applications accurately, ensuring a smooth and compliant application experience from start to finish • Collaborate with store teams to meet daily, weekly, and monthly acquisition goals, contributing to a positive, results-oriented team environment • Track and report on store-level performance metrics, including application volume, associate engagement, and cardholder penetration rates, surfacing insights to your manager • Maintain strong working knowledge of the partner brand's products, promotions, events, and loyalty programs to effectively connect card benefits to the broader customer experience • Identify operational gaps or coaching opportunities at the store level and escalate with proposed solutions to the Head of Field Sales • Adhere to all applicable bank policies, procedures, regulations, and legal requirements, including those governing consumer credit applications and data privacy • Maintain scheduling flexibility as business needs evolve, including availability across store hours, evenings, weekends, and key retail seasons

• Serve as an on-site brand ambassador for Imprint's co-branded credit card programs, engaging store associates and guests to communicate card features, benefits, rewards, and promotional offers • Train and coach retail store associates on card sales techniques, objection handling, and program value—building their confidence and capability to independently drive card applications • Drive card acquisition by connecting credit card benefits to the in-store shopping experience and tailoring recommendations to individual customer needs and interests • Assist customers with completing credit card applications accurately, ensuring a smooth and compliant application experience from start to finish • Collaborate with store teams to meet daily, weekly, and monthly acquisition goals, contributing to a positive, results-oriented team environment • Track and report on store-level performance metrics, including application volume, associate engagement, and cardholder penetration rates, surfacing insights to your manager • Maintain strong working knowledge of the partner brand's products, promotions, events, and loyalty programs to effectively connect card benefits to the broader customer experience • Identify operational gaps or coaching opportunities at the store level and escalate with proposed solutions to the Head of Field Sales • Adhere to all applicable bank policies, procedures, regulations, and legal requirements, including those governing consumer credit applications and data privacy • Maintain scheduling flexibility as business needs evolve, including availability across store hours, evenings, weekends, and key retail seasons

• Serve as an on-site brand ambassador for Imprint's co-branded credit card programs, engaging store associates and guests to communicate card features, benefits, rewards, and promotional offers • Train and coach retail store associates on card sales techniques, objection handling, and program value—building their confidence and capability to independently drive card applications • Drive card acquisition by connecting credit card benefits to the in-store shopping experience and tailoring recommendations to individual customer needs and interests • Assist customers with completing credit card applications accurately, ensuring a smooth and compliant application experience from start to finish • Collaborate with store teams to meet daily, weekly, and monthly acquisition goals, contributing to a positive, results-oriented team environment • Track and report on store-level performance metrics, including application volume, associate engagement, and cardholder penetration rates, surfacing insights to your manager • Maintain strong working knowledge of the partner brand's products, promotions, events, and loyalty programs to effectively connect card benefits to the broader customer experience • Identify operational gaps or coaching opportunities at the store level and escalate with proposed solutions to the Head of Field Sales • Adhere to all applicable bank policies, procedures, regulations, and legal requirements, including those governing consumer credit applications and data privacy • Maintain scheduling flexibility as business needs evolve, including availability across store hours, evenings, weekends, and key retail seasons

• Serve as the go-to legal advisor for day-to-day questions from the product and engineering teams on new features and builds that affect disclosures, data sharing, or the customer experience. • Draft, review, and maintain consumer-facing agreements, online terms, and regulatory notices—working from established templates or helping build them. • Review marketing campaigns for legal compliance, including offer T&Cs, promotional disclosures, sweepstakes rules, and modifications to approved templates. • Advise on card network rules (Visa, Mastercard, Amex) and network agreements, and their application to transaction processing, dispute resolution, and product design. • Provide practical legal guidance on payments-related questions, including settlement, payment processing, and funds flow architecture. • Coordinate with Compliance on regulatory interpretation, monitoring, and exam preparation. • Support the Associate General Counsel on escalated complaints, regulatory inquiries, and bank partner matters. • Participate in product reviews, sprint planning, and design sessions to surface legal considerations early in the development cycle. • Translate complex legal and regulatory requirements into clear, actionable guidance for cross-functional partners.

• Own the strategic roadmap for how risk capabilities are expressed in Imprint's product, spanning onboarding, underwriting, credit line management, authorization, fraud prevention, and account management • Identify opportunities where risk intelligence can improve the customer experience: smarter instant approvals, dynamic credit limits, real time fraud detection that doesn't create unnecessary friction, proactive line increases for strong performers • Define the sequencing and prioritization of risk product initiatives, balancing customer impact, revenue potential, loss reduction, and engineering feasibility • Conduct ongoing audits of risk systems to identify gaps, inefficiencies, and high impact improvement opportunities • Ensure every new product feature that touches a credit or risk decision has a clear risk strategy before it ships • Own the strategic design of Imprint's credit decisioning framework: how applications are evaluated, how lines are assigned and managed, how step ups and step downs work, and how authorization rules balance fraud prevention with customer experience • Partner with data science to define where and how models are deployed in the product, what signals they consume, and how their outputs translate into customer facing decisions • Drive the evolution from static rule based decisioning toward dynamic, signal rich systems that adapt to customer behavior in real time • Serve as the primary strategic interface between risk and product/engineering, ensuring risk requirements are embedded in product specs, sprint planning, and architectural decisions • Partner with credit policy to ensure product level decisioning aligns with risk appetite, regulatory requirements, and portfolio strategy • Work with finance to model the economic impact of risk product initiatives, quantifying how changes to decisioning, limits, or authorization rules flow through to revenue, losses, and contribution margin • Collaborate with brand partners and GMs to tailor risk product strategy to partner specific economics, customer bases, and growth objectives • Translate complex risk data and trends into clear, actionable recommendations for senior leadership • Define the risk product blueprint for new partner launches: how underwriting, line assignment, fraud controls, and servicing logic should be configured for each new program based on partner economics and target customer profile • Ensure new launches are instrumented for rapid learning. The right data is captured, the right holdouts are in place, and the feedback loop from early performance to strategy adjustment is built in from day one • Identify opportunities to extend risk capabilities across the portfolio, where a solution built for one partner can be generalized and deployed to others • Define the KPI framework for risk product performance, connecting decisioning quality to downstream outcomes (approval rates, activation, utilization, loss rates, customer satisfaction) • Build the feedback loops that turn portfolio performance data into product improvements, ensuring the system learns and compounds over time • Establish a test and learn discipline for risk product changes: structured experimentation, clean measurement, and rigorous readouts that separate signal from noise • Self serve on data analysis using SQL and analytics tooling to identify trends and surface insights independently • Leverage AI tools (e.g., Claude) to accelerate analysis, synthesis, and strategy development

• Own the credit risk strategy, underwriting parameters, and ongoing optimization of new acquisition channels, including affiliates (Credit Karma, NerdWallet, Doctor Of Credit), invitation-to-apply emails, paid social, display, direct mail, and instant prescreens • Define targeting strategies and risk criteria for each channel in partnership with credit policy, risk, data science, and marketing teams, ensuring acquisition quality meets portfolio standards • Partner with data science and credit risk to influence targeting models, evaluate credit performance by channel, and refine acquisition criteria based on early portfolio signals • Build business cases and ROI analyses that connect application volume to credit outcomes, including approval rates, expected losses, contribution profit, LTV, CAC, and LTV-to-CAC ratios • Monitor channel-level credit performance post-launch, identifying early warning signals and adjusting targeting or risk parameters as needed • Partner with finance to ensure acquisition strategies remain within LTV-to-CAC thresholds and align with Imprint's operating plan and loss budgets • Collaborate with GMs and brand partners to design channel strategies that balance partner growth goals with credit quality expectations • Pull and analyze data independently using SQL to build data cohorts, diagnose performance, evaluate credit quality by channel, and inform strategy • Manage stakeholder alignment across risk, credit policy, marketing, finance, and data science to ensure clarity, speed, and accountability • Establish a test-and-learn cadence for channel experimentation, with structured readouts on both acquisition metrics and credit performance

• 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