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kpi payments forecasting fintech zendesk📋 Description
- Lead day-to-day performance of Imprint's customer support
- Manage the BPO partnership and vendor relationships
- Translate CX strategy into reliable, high-quality ops
- Own capacity planning, forecasting, and cost optimization
- Partner with Product, Engineering, Risk, and Finance
- Design governance, dashboards, and KPI frameworks
🎯 Requirements
- 8–10 years of ops experience in CX or customer support
- Navi gate ambiguity and make fast decisions
- Build operational systems, governance, and metrics
- Manage cross-functional stakeholder relationships
- Deep operational focus with strategic impact
- Data interpretation to link patterns to impact (SQL not required)
- Cost modeling, forecasting, and capacity planning
- Strong judgment with bias for action; iterate fast
- Collaborative and able to bring teams along
- Comfortable with difficult vendor performance conversations
🎁 Benefits
- Competitive compensation and equity packages
- Choice of a high-end work computer
- Flexible paid time off
- Fully covered healthcare, including dependent coverage
- One Medical access and optional FSA
- 20 weeks parental leave for primary caregiver; 8 weeks for all new parents
- Access to industry-leading technology across the business units
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