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DirectorFull-timeRust
Salary Range
$204,000 - $276,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Imprint is seeking a Director of Customer Support Operations to lead the day-to-day execution and performance of their customer support function, including management of their BPO partnership. This role will ensure support runs reliably, efficiently, and at high quality as Imprint scales.
Key Responsibilities
- →Own day-to-day performance management of our BPO partnership, serving as the primary liaison between Imprint and the vendor
- →Design and implement governance frameworks, including weekly/monthly business reviews with clear follow-up and accountability
- →Drive cost optimization through accurate forecasting, staffing models, and operational rigor without degrading customer experience
- →Establish quality assurance frameworks, agent training programs, and continuous improvement processes
- →Develop and own volume forecasting at the partner level, accounting for nuances in customer behavior and business cycles
- →Translate operational insights into product and engineering priorities, influencing roadmaps based on support trends
- →Build measurement systems (CSAT, quality scorecards, efficiency metrics) and use data to drive performance improvements
- →Work directly in operational details when needed—reviewing tickets, auditing quality, troubleshooting escalations—while maintaining strategic perspective
Requirements
- ✓8–10 years of operations experience with progressive responsibility in customer support or customer experience functions
- ✓Demonstrated ability to navigate ambiguity, make fast decisions with incomplete information, and maintain forward momentum
- ✓Strong track record of building operational systems, governance frameworks, and performance measurement in high-growth environments
- ✓Experience managing cross-functional stakeholder relationships and influencing without direct authority
- ✓Proven ability to work deeply in operational details while driving strategic outcomes
- ✓Data interpretation skills with ability to connect operational patterns to business impact
- ✓Experience with cost modeling, forecasting, and capacity planning
- ✓Strong judgment with bias for action—comfortable failing fast, iterating, and being right most of the time
- ✓Genuine team orientation with track record of bringing people along on the journey
- ✓Comfortable having difficult performance conversations and holding vendors accountable
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
