Teams at Imprint

Owns end-to-end change management and operational readiness for Customer Operations, from intake through implementation. Builds systems of record, change-sizing processes, training and communications workflows, and launch mechanisms. Partners with Product, Engineering, Operations, and partner teams to ensure timely execution. Uses data, automation, and AI-assisted workflows to identify implementation gaps and scale operations. Leads one direct report and drives cross-functional accountability in a fast-growing fintech environment.

Own day-to-day fraud operations for internal and BPO teams: manage people and vendors, develop and get SOPs compliance-approved, maintain QA scorecards, drive process improvements using data, balance fraud prevention with user experience, and serve as escalation point.

Review and resolve potentially fraudulent transactions, applications, and identity theft claims; monitor live transaction activity; communicate with cardholders; report trends to leadership; meet fraud KPIs and SLAs while minimizing disruption to genuine customers.