Director of Technical Operations

Who We Are

Imprint is building a payments and loyalty platform from the ground up to serve modern brands and their customers. Imprint is backed by Kleiner Perkins, Thrive Capital, Stripe, Affirm, Box Group, and leading angel investors, including the CEOs of Skims, AllBirds, WarbyParker, Plaid, and NuBank. We are focused on building a brilliant team who want to change payments and who embody Imprint’s Values.

The Role

The Director of Technical Operations will lead and optimize the Technical Operations function to ensure smooth business operations, efficient incident management, and effective communication across teams. This leader will spearhead initiatives that require engineering expertise but demand strong operational acumen, adherence to standard operating procedures, and a proactive approach to automation for future scaling. Additionally, the Director will be pivotal in building a high-caliber technical operations team and act as a bridge between business stakeholders, external customers, and internal tech teams to align business and technical objectives.

Our mission is to leverage cutting-edge technologies to reinvent banking systems starting from credit and charge cards. You will work with a group of excellent engineers who have built products and services that served more than 100 million users in their past lives and are ready to disrupt the 40-year status quo of the banking industry in the US.

Key Responsibilities:

1. Business Operations Management:

   • Oversee business operations tasks by implementing and following standard operating procedures, ensuring consistent and effective task management.

   • Collaborate with cross-functional teams to identify and streamline non-engineering-related business processes for optimized efficiency.

2. Incident Management:

   • Lead incident management efforts, ensuring timely response, triage, and resolution in alignment with SLAs and company standards.

   • Establish a robust incident escalation and communication process that guarantees transparency and accountability.

   • Develop and automate incident management workflows to enable seamless scaling and rapid response as business demands grow.

3. Internal and External Communication:

   • Serve as the primary communication channel between business stakeholders, external clients, and technical teams, ensuring clarity and alignment on operational and incident-related matters.

   • Develop clear and effective communication strategies for incident updates and resolutions to ensure all parties are informed of status and impact.

4. Process Automation and Scaling:

   • Identify opportunities to automate routine business operations and incident management workflows to enhance efficiency and enable scalability.

   • Collaborate with technical teams to implement automation solutions that reduce manual intervention and improve response times.

5. Team Building and Leadership:

   • Build, lead, and mentor a high-class technical operations team, fostering a culture of excellence, accountability, and continuous improvement.

   • Provide training, resources, and support to team members to ensure operational expertise and readiness for evolving business demands.

6. Stakeholder Engagement:

   • Act as a conduit between technical operations, business stakeholders, and external customers to address operational needs and ensure alignment on business objectives.

   • Proactively identify and address stakeholder concerns, balancing technical requirements with business priorities.

Qualifications:

• 10+ years of experience in technical operations, incident management, or a related field, with a proven track record in business operations and team leadership.

• Strong understanding of incident management processes and experience implementing standard operating procedures.

• Demonstrated expertise in process automation for operational and incident management workflows.

• Exceptional communication and interpersonal skills, with experience in managing relationships with business stakeholders, clients, and technical teams.

• Leadership experience with a focus on building and scaling high-performing teams.

• Strong problem-solving skills, with a proactive and strategic approach to operations and scaling.

Key Competencies:

• Operational Excellence

• Incident Management

• Communication and Stakeholder Engagement

• Process Automation

• Leadership and Team Development

Perks & 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 option to enroll in an FSA

• 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents

• An understanding that successful remote work requires flexibility and an appreciation for asynchronous work

• 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

Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.