Senior Engineering Manager - Servicing Automation

Who We Are

Imprint is building a next-generation co-branded credit card company to serve America’s great brands. Some of our partners include H-E-B, Turkish Airlines, Brooks Brothers, and Eddie Bauer. Imprint is backed by Khosla Ventures, Kleiner Perkins, and Thrive Capital. We are focused on building a brilliant team who want to change payments and who embody our Operating Principles.

The Team

The Servicing Automation team builds the technology that powers scalable, cost-efficient customer operations at Imprint. We focus on automating high-impact areas like payment processing, self-service tools, collections, disputes, and program setup—reducing manual work while improving customer experience.

Our mission is to drive margin improvements by streamlining servicing workflows through automation. We partner closely with Operations and measure success through platform reliability, cost efficiency, and key service metrics like delinquency rates and support SLAs.
If you're excited about solving complex problems at the intersection of fintech and automation, come build with us.

As the Senior Engineering Manager, you will oversee a team of engineers tasked with delivering innovative solutions that enhance operational efficiency and streamline processes. Key areas of focus include:

• Collections Automation: Enable flexible, automated payment plans to manage credit defaults more effectively.

• Customer Support Automation: Implement advanced IVR systems and AI-based chatbots to reduce human involvement in addressing common customer queries.

• Payments: Build and optimize payment services to automate payment flows, ensuring seamless and efficient payment processing.

• Disputes Management: Lead the team in building automated systems to handle disputes efficiently, reducing resolution time and minimizing manual effort.

What You'll Do

As the senior engineering manager of this team, your responsibilities will include but not be limited to the following:

• Technical Leadership and Oversight

  • Oversee the development and maintenance of the automation platform, ensuring robustness, scalability, and reliability.

  • Stay abreast of the latest technological advancements and incorporate relevant innovations to enhance the platform's capabilities.

  • Collaborate with the architect to define and refine the platform's technical roadmap.

• Team Management and Development

  • Lead and mentor a team of software engineers and developers, fostering a culture of technical excellence and innovation.

  • Conduct regular one-on-one meetings with team members to track progress, address concerns, and support career development.

  • Coordinate with HR for hiring and training new team members, ensuring a match between the team's skill set and project requirements.

• Project Management

  • Plan and manage the execution of projects, ensuring timely delivery within the allocated budget.

  • Utilize agile methodologies to monitor progress, facilitate daily stand-ups, and lead sprint planning sessions.

  • Collaborate with cross-functional teams, including product management, finance, and compliance, to align project objectives and deliverables.

• Stakeholder Communication

  • Regularly communicate with senior management and other stakeholders to report on project status, risks, and opportunities.

  • Gather feedback from internal and external stakeholders to continuously improve the platform’s functionality and user experience.

  • Represent the team in inter-departmental meetings, ensuring alignment with the company's overall strategic goals.

• Quality Assurance and Risk Management

  • Ensure adherence to high-quality coding and documentation standards.

  • Oversee the implementation of robust testing strategies to identify and mitigate risks early in the development cycle.

  • Collaborate with the security engineering team to prioritize and resolve any security vulnerabilities and compliance issues related to the automation platform.

• Innovation and Continuous Improvement

  • Encourage a culture of innovation within the team, promoting experimentation and learning.

  • Stay informed about industry trends and competitor products to identify opportunities for platform enhancement.