Imprint

Own the governance, performance, and financial accountability of BPO partnerships focusing on customer service and fraud operations. Establish independent oversight of vendor performance and financial accuracy to ensure scalable and transparent outsourced cost levers.

Own the quality, training, and knowledge management systems to power Imprint's customer experience. Drive the architecture connecting quality inputs to AI systems and manage a small team to optimize agent performance and AI deflection.

Lead and scale the in-house field sales function, overseeing performance, partner relationships, and operational excellence across retail locations. Design scalable infrastructure including territory planning, coverage models, and data-driven performance dashboards.

The QA Analyst will audit Fraud Operations and Disputes cases to ensure adherence to Standard Operating Procedures and regulatory requirements. They will identify systemic process gaps and provide actionable feedback to leadership to drive coaching and risk reduction.