Senior Product Manager, Customer Operations

Job description

WHO WE ARE Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com http://Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. 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 building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you. ABOUT THE ROLE Imprint is looking for a Product Manager to own the product direction for Customer Operations Engineering, the team building internal tools, automations, and AI-powered experiences that help our Support, Risk, and Operations teams deliver fast, trustworthy service to customers at scale. This role sits at the intersection of customer experience, agent experience, and internal operations, with an ownership area covering Imprint’s CRM app, IVR (powered by Sierra AI), Zendesk integration, and all user-facing support surfaces. You’ll grow to deeply understand our customers, frontline CS agents, and internal workflows, and look to translate operational pain points into impactful product bets. THE OPPORTUNITY - Shape how our products meet customer needs: Refine both new and existing experiences for a growing user base with a wide demographic profile, grounded in data, UX research, and deep understanding of partner and customer needs. - Own real outcomes, not slide decks: Your job is to drive measurable customer outcomes, operating in the details rather than abstracting from them. - Build and share fintech domain expertise: Stay on top of industry trends and norms in consumer financial products, and translate them into clear direction for cross-functional partners. - Own and drive a roadmap: Work with partner PMs and engineering/design partners to sequence what gets built, when, and why. - Work across a wide cross-functional surface: Not just engineering and design, but compliance, legal, marketing, and brand partners, ensuring customer experience aligns with a diverse set of business needs. - Leverage AI as a core part of how you work: From prototyping to research to iteration, tools like Claude and Claude Design accelerate how you move from insight to production. - Move fast with real responsibility: This is a growing company where individuals drive impact, not a large org where you wait for alignment. At the senior level, you may also define roadmap strategy for your product area, represent Product in executive and partner-facing forums, and help shape how the PM team operates. YOUR PROFILE - 5+ years of product management experience with a focus on consumer-facing products - Strong holistic consumer product sense: UX, experimentation, design. The details matter. - You’ve shipped products you’re proud of and can point to measurable outcomes you drove - You go deep on customer insight: talking to customers, reading support tickets, digging into behavioral data, and building a point of view grounded in what users actually do - Comfortable with analytics tools and experimentation frameworks (Snowflake, Sigma, Statsig) - Communicate with clarity: you can explain complex tradeoffs to engineering, design, executives, and partners in a way that drives alignment - Comfortable with the pace, ambiguity, and ownership of a growing startup, and willing to operate in the details while making pragmatic tradeoffs - Experience in fintech, payments, credit products, loyalty, rewards, or regulated consumer environments is a plus We don’t expect every candidate to check every box. If this role excites you and you bring strong fundamentals, we encourage you to apply. STACK Claude, Claude Design, Figma, Snowflake, Sigma, Statsig. Mobile-first consumer product. LEARN MORE Learn more about how we build at Imprint on our engineering blog: https://tech.imprint.co/ 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 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 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.