Director of Operational Readiness

About the role

The Director of Operational Readiness owns change management and implementation for Customer Operations, building systems, processes and a small team to translate partner launches, product updates and policy changes into associate‑ready execution, while acting as the liaison between product, engineering, operations and frontline teams.

About the company

Imprint builds modern, brand‑first co‑branded credit card and payments solutions, combining advanced payments infrastructure, intelligent underwriting and deep customer data to help leading brands grow customer lifetime value. Backed by top venture firms, the company partners with brands like Crate & Barrel, Rakuten, H‑E‑B, Fetch and Shell to launch flexible, embeddable financial products without becoming a bank.

Requirements

• Demonstrated track record of building and running change management, operational readiness, or implementation functions in a high‑growth or fast‑paced environment
• Experience with project and ticketing systems (JIRA, Linear, Asana, or equivalent) and 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; ability to gain buy‑in and drive action 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 (nice to have)
• Experience in fintech, payments, or regulated environments (nice to have)
• Familiarity with tools such as Linear, JIRA, or similar systems used in operational environments (nice to have)
• Experience scaling a function or team from early‑stage to structured operations (nice to have)
• Track record of building cross‑functional processes in environments undergoing rapid growth or launch activity (nice to have)