Director, Strategic Customer Relations

Imprint
United States
Workplace: RemoteFull timeUSD 200,000 - 230,000 annuallyFunction: Executive & General ManagementSkills: ["Analytical mindset","Stakeholder alignment","Leadership","Ownership","Communication"]

Own the strategy, operations, and outcomes of customer escalations and related back-office functions, transforming reactive processes into a structured, metrics-driven operation. Lead escalations, back office operations, credit reporting, and social media support, setting a 1–2 year vision and building an operating infrastructure from scratch. Scale a hybrid model with internal staff and an outsourced partner, using AI and integrated tooling to improve resolution quality and reduce escalation volume.

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FursaFursa
Imprint
Imprint
22 hours ago

Director, Strategic Customer Relations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own the strategy, operations, and outcomes of customer escalations and related back-office functions, transforming reactive processes into a structured, metrics-driven operation. Lead escalations, back office operations, credit reporting, and social media support, setting a 1–2 year vision and building an operating infrastructure from scratch. Scale a hybrid model with internal staff and an outsourced partner, using AI and integrated tooling to improve resolution quality and reduce escalation volume.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Own strategy, operations, and outcomes across escalations (organic, executive, and partner), back office functions, credit reporting, and social media support.
  • •Build the operating infrastructure for escalations: processes, metrics, tooling, and backlog management from the ground up.
  • •Define and drive a clear 1–2 year vision for “great,” aligning senior stakeholders on the execution path.
  • •Lead and scale a hybrid team model with internal staff and an outsourced partner to meet growing demand without proportional headcount growth.
  • •Identify and implement technology solutions, including AI-powered tools, to improve agent support, reduce escalation volume, and increase resolution quality.

Pay and Benefits

Salary: USD 200,000 - 230,000 annually
Perks:Health InsurancePaid Parental

Key Requirements

  • •Demonstrated experience building and scaling customer escalations, back office, or customer relations functions from an early, unstructured state.
  • •Strong analytical mindset with a track record of implementing metrics, operational structure, and process discipline in ambiguous environments.
  • •Experience managing outsourced or BPO teams as a core part of the delivery model.
  • •Practical experience leveraging AI in operations (e.g., agent assist tools, Slack bots, or automated resolution workflows).
  • •Proficiency with ticketing systems and experience integrating them with data and analytics platforms for unified reporting.
Experience:FintechPaymentsRegulated financial servicesBPO
Skills:Analytical mindsetStakeholder alignmentLeadershipOwnershipCommunication
Tech Stack:AISlackSlack botsLinearSigma

Company Brief

Imprint
Builds a modern co-branded financial platform that partners with consumer brands to design, launch, and operate credit, deposit, and loyalty products that drive engagement, spend, and long-term customer value.
Industry: Fintech Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: New York, United States
Founded: 2020
Glassdoor
Glassdoor: 3.0
WebsiteLinkedInGlassdoor