Director of Operational Readiness

In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're...

As Director of Operational Readiness, you will own change management and implementation within Customer Operations at Imprint. This is a director-level role with full accountability for building and running the systems, processes, and team needed to translate incoming change — from large partner launches to small po...

You will be the connective tissue between product, operations, and frontline teams: ensuring that every change lands completely, that agents are prepared, and that nothing falls through the cracks. This role requires building from the ground up with a small team, which means creativity, automation fluency, and a dee...

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)

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
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