Full-Time
Senior Manager of CX Enablement
Updated on 8/1/2026
Imprint
201-500 employees
Designs, launches, manages co-branded credit cards
Compensation Overview
$150k - $180k/yr
Remote in USA + 2 more
More locations: San Francisco, CA, USA | New York, NY, USA
Hybrid
 Customer Experience & Support (1) |
|---|
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- At least 7 years of experience in customer experience, including at least 4 years in quality management, training, enablement, or knowledge management roles.
- Experience owning customer experience quality, training, and enablement at scale for more than 100 agents, in-house or outsourced, ideally in an omnichannel environment.
- Hands-on experience implementing artificial-intelligence-powered deflection projects using tools such as Sierra, Ada, Decagon, Forethought, or comparable large language model-based platforms.
- Strong technical fluency with customer experience platforms such as Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems.
- Experience with quality management platforms such as Maestro QA, Klaus, Playvox, Stella Connect, Tether AI, or similar quality automation tools.
- Exceptional writing skills and the ability to produce compliance-ready content requiring minimal iteration with legal or regulatory teams.
- Data fluency to analyze quality assurance trends, customer satisfaction drivers, sentiment data, and agent performance metrics to identify systemic issues versus behavior gaps.
- A bias toward action and shipping, with the ability to build frameworks that are adopted rather than merely designed.
- Genuine curiosity about how artificial intelligence is transforming customer service, with a demonstrated commitment to staying current in customer experience automation.
- Own the design, implementation, and continuous improvement of quality management frameworks that drive consistent agent performance across omnichannel support.
- Lead knowledge base strategy and operations in Zendesk, including content audits, ownership models, refresh cadence, and optimization for human agents and artificial intelligence consumption.
- Drive Sierra artificial intelligence deflection strategy by analyzing feedback data, identifying content gaps, optimizing knowledge for large language model ingestion, and improving customer-facing artificial intelligence delivery.
- Partner with Imprint’s business process outsourcing training teams to design and monitor training programs that address systemic quality issues, leverage artificial intelligence automation, and scale with new partner launches.
- Build and maintain the technical architecture connecting quality inputs, including quality assurance automation, customer satisfaction, and sentiment analysis, to training outputs and knowledge base improvements.
- Use data from quality management platforms, Sierra artificial intelligence, and customer satisfaction to diagnose root causes of quality issues and differentiate agent behavior from systemic or content gaps.
- Lead partner launch readiness by designing quality assurance strategies, training plans, and content requirements that prevent launch failures and training debt.
- Establish cross-functional collaboration rhythms with vendor operations, engineering, product, fraud operations, partner success, compliance, and legal teams.
- Manage and develop a team of 2–3 associates responsible for execution, monitoring, and continuous improvement of quality and training operations.
- Experience in fintech, payments, regulated environments, or industries with complex compliance requirements.
- Familiarity with training learning management system tools and designing scalable learning programs.
- Background in customer education, support operations, or contact center quality leadership.
- Experience working with outsourced business process outsourcing partners and driving adoption of new quality or training standards.
- A track record of redesigning legacy quality assurance or training systems into modern, automated frameworks.
Imprint.co designs, launches, and manages co-br branded credit card programs for major American brands. The company partners with brands to offer consumers a branded credit card and focuses on increasing the lifetime value of the brands’ customers. Its product works by creating tailored card programs that brands can offer to their customers, aiming to raise the average basket size, shopping frequency, and annual spend per cardholder. Revenue comes from fees charged to partners for building and managing the programs, plus a share of cardholder transaction fees. Imprint differentiates itself through fast program launches (as quick as three months, versus 18 months for traditional issuers), agile development, and white-glove customer service. The goal is to help brands grow loyalty and spending by providing efficient, high-quality co-branded credit card programs.
Company Size
201-500
Company Stage
Series D
Total Funding
$853M
Headquarters
New York City, New York
Founded
2020
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Simplify's Take
What believers are saying
- Major brand partnerships like Rakuten, H-E-B, and Turkish Airlines drive distribution.
- Lower acquisition costs support richer cardholder rewards and stronger economics.
- A $500 million credit facility expands lending capacity and growth runway.
What critics are saying
- Bank partners control issuance, so tighter risk appetite blocks new launches.
- Credit losses and warehouse funding stress can raise costs and slow growth.
- One failed rollout at a marquee brand can damage future partner signings.
What makes Imprint unique
- Imprint launches co-branded cards in as little as three months.
- Imprint embeds rewards and servicing inside brand-owned digital experiences.
- Imprint combines card issuing, payments, and risk signals across one platform.
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Benefits
Competitive compensation and equity packages
Leading configured work computers of your choice
Unlimited vacation policy
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
Limited edition Imprint Credit Card (no hard pull) for the first 100 team members only. Get 1.5% cash back on all purchases, plus additional perks
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 1%2 year growth
↑ 0%Annie Zhou on why she joined Imprint. After nearly a decade at Square, where she built a unified data platform that connected payments, seller history, buyer behavior, and risk signals to power products like Square Capital and Cash App Boosts, Annie Zhou recently joined Imprint as a senior technical leader. In her post, Annie explains that she sees the same data-convergence opportunity she leveraged at Square, but at an earlier and more pivotal inflection point, where brand loyalty, credit, and consumer spending are just beginning to connect. She points to Imprint's real competitive moats, including regulatory trust, bank partnerships, network certifications, and long-term brand contracts, that make the business genuinely hard to replicate. She's also drawn to how Imprint scales intentionally, using systems to remove toil and automate repetitive work so teams stay focused on outcomes. Rather than viewing AI as a threat to credit's core, she sees it as a multiplier, and envisions "an AI-native operating system" that lets brands launch financial products at software speed while meeting regulated credit standards. If you're interested in this blog post, take a look at open roles at Imprint!
Ron Pierce on velocity. When Ron Pierce joined Imprint in April, his hiring manager described the credit card launch ahead in vivid terms: the long hours, the controlled chaos, the everything-at-once nature of the work. It was framed as both a warning and a sales pitch, and Ron came in expecting heavy work and a steep, fast learning curve. What surprised him was where the velocity actually came from. It wasn't the pressure or the pace. Instead, he found that real speed is a function of "how many obstacles exist between noticing a problem and fixing it." The fewer the obstacles, the faster a team can move. You can read the full post on dev.to: On Velocity. If you're interested in this blog post, take a look at open roles at Imprint!
Imprint, the modern financial platform transforming how brands engage, reward, and retain their customers, today announced it has raised $150 million in Seri...
Imprint reaches unicorn status, highlighting resilience in US fintech funding. US-based co-branded card specialist Imprint has joined the ranks of fintech unicorns after closing a major funding round that underscores renewed investor confidence in differentiated payment platforms. Imprint, a US fintech company focused on co-branded credit card and loyalty solutions, has achieved unicorn status following a $150 million Series D funding round that values the company at approximately $1.2 billion. The milestone places Imprint among a select group of high-growth financial technology firms in the United States, the world's largest and most mature fintech market. Founded in 2020 and headquartered in the US, Imprint works with consumer brands to design, launch and manage co-branded credit card programmes using its proprietary issuing and processing platform. Unlike traditional co-brand models that rely heavily on legacy bank infrastructure, Imprint offers brands greater control over customer experience, data and product innovation, positioning cards as long-term loyalty and engagement tools rather than simple payment products. The latest funding round was led by Khosla Ventures, with participation from several established fintech and growth investors, signalling strong conviction in Imprint's business model despite a more selective funding environment. While global fintech investment has cooled significantly from its 2021 peak, the US remains the most active market for fintech capital. The country is home to more fintech unicorns than any other, with well over 150 US-based fintechs having reached billion-dollar valuations over the past decade, spanning payments, lending, banking, crypto and infrastructure. Imprint's rise comes at a time when investors are prioritising fundamentals over rapid expansion. The company has reported triple-digit year-on-year growth in its cardholder base and has attracted well-known brand partners across retail, travel and e-commerce. It has also demonstrated capital markets credibility through a highly rated asset-backed securitisation of its card receivables, a signal of asset quality and operational maturity that resonates strongly with institutional investors. The achievement highlights a broader shift within the US fintech ecosystem. While funding volumes remain below historic highs, capital continues to flow toward companies that can show clear revenue models, strong unit economics and defensible technology. Co-branded cards, in particular, are gaining renewed attention as brands look for deeper customer relationships and diversified revenue streams amid rising customer acquisition costs. By reaching unicorn status, Imprint not only validates its approach to modernising co-branded credit cards but also reinforces the US market's role as a global hub for fintech innovation. As competition intensifies and funding remains disciplined, Imprint's trajectory suggests that well-positioned platforms can still scale rapidly and attract premium valuations, even in a more cautious investment climate. Pay space. Its editorial team delivers daily news and insights on the global payment industry, covering fintech innovations, worldwide payment methods, and modern payment options.
Crate & Barrel Holdings partners with Imprint to launch the new Crate & Barrel and CB2 Visa Signature(R) Card, the ultimate credit card for home customers. NEW YORK-(BUSINESS WIRE)-Today, Crate & Barrel Holdings (CBH) announced a new partnership with Imprint, the leading provider of modern co-branded credit cards, to launch the branded Visa Signature(R) Card. Powered by Imprint's advanced technology, the Crate & Barrel Visa Signature(R) Card and CB2 Visa Signature(R) Card deliver enhanced rewards on retail purchases and elevate the overall shopping experience, all with no annual fee.[1] The Crate & Barrel and CB2 Visa(R) Card offers a personalized shopping experience with enhanced rewards on purchases at all CBH brands in addition to rewards on purchases at other home retailers and grocery stores. Cardholders will also enjoy bonus offers and exclusive, early access to CBHs' four brands' promotions and special events to recognize and celebrate cardholder loyalty.[1] The Crate & Barrel and CB2 Visa(R) Card serves as the ultimate card for all purchases. The card includes: Accelerated Home, Grocery, and Retail Rewards CBH cardholders will enjoy enhanced rewards across key retail categories. Cardholders will receive 10% back in Reward Dollars on purchases at Crate & Barrel, CB2, Crate & Kids, Hudson Grace, and 4% back in Reward Dollars at other home retailers and at grocery stores.[1] In an exclusive, limited-time offer, the card offers 4% back in Reward Dollars at apparel retailers through March 31, 2026.[1] All other purchases earn 1% back in Reward Dollars.[1] Flexible Financing[4] The Crate & Barrel and CB2 Visa(R) Card is flexible, allowing cardholders to make the payment choices that suit them best - including 0% interest on qualifying purchases up to 24 months.[4] "The Crate & Barrel brand is about helping people build a home with purpose. This partnership delivers on that promise by offering a shopping and payments experience that is not only seamless and modern, but also deeply personal and rewarding for Crate & Barrel's loyal customers," said Daragh Murphy, Co-Founder and CEO, Imprint. "By offering some of the richest customized rewards in retail and a best-in-class digital cardholder platform, Imprint continues to redefine the co-branded credit card industry." Janet Hayes, CEO, Crate & Barrel Holdings added, "At CBH we are committed to delivering products and services that offer value to our customers' lives. We are thrilled about this new partnership with Imprint and Visa, and thanks to both of these partners we will now offer modern payment options and a rich reward program to help our customers furnish their home." To learn more about the card or how to apply visit crateandbarrel.com/rewards or cb2.com/rewards. For existing Crate & Barrel cardholders, please visit crateandbarrel.com/rewards/upgrade. This card is issued by First Bank & Trust, Brookings, SD pursuant to a license by Visa USA Incorporated; and managed by Imprint Payments, Inc. All trademarks are the property of their respective owners. [1] See Rewards Program Terms and Conditions and Credit Program Cardholder Agreement for more information. Bonus earn categories are subject to change or discontinuation at any time and may not be available during all periods. A category may be selected for ongoing benefits in the future, but is not guaranteed. [2] Valid one time only for new cardholders. Offer cannot be combined with other promotions. Earn $50 in Reward Dollars after $1,000 in net spend outside of Crate & Barrel, CB2, Crate & Kids, and Hudson Grace within 90 days of account opening. Reward Dollars are redeemable at Crate & Barrel, CB2, and Crate & Kids. Bonus will be credited within 8 - 12 weeks of qualifying and may post in multiple deposits. Account must be open and in good standing at time of fulfillment. See Reward Program Terms & Conditions for details. [3] Valid for new cardholders and those converted from the Crate & Barrel Card or Crate & Barrel Mastercard. Offer cannot be combined with other promotions. Earn $100 in Reward Dollars after $10,000 in net spend within 12 months of account opening. Reward Dollars are redeemable at Crate & Barrel, CB2, and Crate & Kids. Bonus will be credited within 8 - 12 weeks of your one-year anniversary, and may post in multiple deposits. Account must be open and in good standing at time of fulfillment. See Reward Program Terms & Conditions for details. [4] Subject to credit approval. Financing available on purchases made with your Crate & Barrel Visa Signature(R) Card. Special financing terms of 6, 12, or 24 months may be available based on purchase amount, promotional offer at time of purchase, and credit eligibility. Other exclusions and restrictions may apply. See Rewards Program Terms and Conditions and Credit Program Cardholder Agreement for more information. About Imprint Imprint is a financial technology company that partners with iconic global brands to design, launch, and service co-branded credit card programs that significantly increase customer engagement, loyalty, and value. Imprint's digital cardholder experience and purposefully designed technology stack deliver bespoke programs and customized rewards for each brand. Imprint tailors the level of program integration to each brand's needs. For more information about Imprint, please visit www.imprint.co. About Crate & Barrel Holdings, Inc. Global specialty retailer Crate & Barrel Holdings Inc. curates inspiration for the modern home, connecting the creative work of artisans and designers to people and places around the world. Known for high-quality products, exclusive designs, and timeless style since 1962, Crate & Barrel Holdings Inc. includes lifestyle brands Crate & Barrel, CB2, Crate & Kids, and Hudson Grace. Today, the company is a member of the Otto Group and operates over 100 Crate & Barrel, CB2, and Hudson Grace stores throughout the U.S. and Canada, with franchise locations in nine countries. More than 200 million customers visit the Company's stores and websites each year. To learn more, visit www.crateandbarrel.com/about-us.