Principal Product Manager

Who We Are

Imprint is building a next-generation co-branded credit card company to serve America’s great brands. We’re off to a strong start, and today our partners include H-E-B, Central Market, and Holiday Inn Club Vacations. We are focused on building a brilliant team who can help us compete with the world’s largest banks and who embody Imprint’s Operating Principles. We are backed by Ribbit, Kleiner Perkins, Thrive Capital, and Affirm.

The Role

We are seeking an experienced and driven person to lead our product efforts in Automation of operations across Imprint’s various card programs. Customers have a choice of many credit cards, and a crucial element of Imprint’s long term success will be building high quality, scalable, customer servicing automation, enabling customers to have great self-service experiences and enabling Imprint’s operations teams to efficiently and effectively service customer accounts. You will collaborate closely with stakeholders in Product, Engineering, Customer Support, Collections, etc. to define and execute a product roadmap to help Imprint service customers at scale. The ideal candidate will have strong analytical and communication skills, ability to influence and coordinate work across technical and operations stakeholders, a high bar for customer experiences, and a knack for solving problems with technology rather than manual operations.

What You'll Do

• Work with our CPO, Product Leads, Designers, Engineering leaders, and Operations leaders to define the Automation product roadmap, including customer payment and account management experiences, customer support, transaction fraud, disputes, and collections
• Create the overall product strategy, including build vs buy decisions on technology, and lead implementation
• Lead the creation of world-class end customer experiences across all interaction channels: web, mobile app, phone, chat, etc.
• Define the process to ensure how customer experience gets prioritized, planned, and executed by our engineering, design, and product teams
• Influence other product teams with insights from customer support and collections operations, to continually improve customer experience and financial performance ‘upstream’
• Work closely with Growth and Partner Integration teams to build seamless connections with Partner customer servicing, helping Imprint set an industry-leading standard for co-branded credit card programs

We Are Looking For Folks With

• Exceptionally high bar for what great looks like; unwilling to accept anything less
• 5+ years of experience, in high performance product teams
• Experience collaborating with operations teams, product designers, other product managers, and engineering …