Senior Product Manager, Disputes & Agent Enablement

About OnePay

OnePay is the consumer fintech trusted by millions of Americans to make money better.

Our financial system is broken. High fees, low rates, and too few ways to actually grow your money. We’re fixing it. And we’re moving fast.

We’re an all-in-one financial services platform that brings together banking, high-yield savings, credit cards, point-of-sale lending, investing, and crypto in one place. We also partner with employers, HCM providers, gig platforms, and others to deliver embedded financial services to millions of employees and frontline workers.

We’re backed by Walmart, the world’s largest retailer, and Ribbit Capital, one of fintech’s most respected investors, giving us rare scale, distribution, and the opportunity to build something truly category-defining.

But what really sets OnePay apart is how we move. Our customers don’t have time to wait… and neither do we. This place moves fast, and we’re looking for people who are:

• Ready to run

• Hungry and driven by urgency

• Exceptional at what they do, with low ego

• Comfortable operating in motion

The Role

OnePay is seeking a high-potential Product Manager (PM) to join our Agent Servicing team. You will be the critical bridge between our Global Product team and our Frontline Operations centers in India.

While our roadmap is set globally, the reality of our product lives on the operations floor. You will be the "boots on the ground," responsible for managing the complex domain of Disputes & Claims while simultaneously ensuring our Agent Tools (especially cutting-edge AI Co-Pilots) are successfully adopted by the people who need them most, with a strong feedback loop in place for improvements.

In this role you will be responsible for:

1. Own the Disputes Product Experience (50%)

• Workflow Logic: Manage the end-to-end "Happy Path" and exception flows for customer disputes (Fraud, Billing, Service issues) within our internal tools (Retool, Zendesk).

• Self-Service Management: Own the operational logic for our in-app Disputes Self-Service flows. You will determine what questions we ask customers to automate claims and reduce contact volume.

• Requirements Gathering: Translate complex banking regulations and operational needs into clear User Stories and PRDs for the engineering team.

2. Drive AI Tooling Validation & Adoption (30%)

• The "First Tester": You will be the first line of defense for our new Agent Tooling Initiatives. You will test these tools side-by-side with agents to validate accuracy before full rollout.

• Feedback Loops: Establish structured feedback channels. Instead of vague reports, you will provide the US Tech Leads with concrete examples of issues, "hallucinations", or tuning opportunities from the production floor.

• Change Management: Drive the adoption of new features on the floor. If a tool isn't being used, your job is to find out why and fix the friction.

3. Operational Intelligence (20%)

• Shadowing & Empathy: Spend dedicated time shadowing Agents (Voice, Chat, Disputes Ops) to identify bottlenecks that remote Product Managers might miss.

• Data Analysis: Monitor key metrics like Disputes Auto-Resolution Rate, Agent Co-Pilot Usage, and Back Office Handle Time to prioritize your backlog.

You Bring

• Experience: 6-8 years of experience in Product Management, Business Analysis, or Product Operations.

• Domain Knowledge: Experience in FinTech, Payments, or Customer Support Operations (CS/CX) is highly preferred. Understanding of Disputes/Chargebacks is a massive plus.

• Tooling Familiarity: Comfortable working with internal tooling platforms (e.g., Retool, Zendesk, Salesforce) and issue tracking (Jira).

• Analytical Mindset: Comfortable using data (SQL is a plus) to prove a point. You don't just say "it's slow," you say "it adds 14 seconds to handle time."

• Communication: You are the translator between Ops Agents and Software Engineers. You can speak both languages fluently.

• Grit: You are willing to roll up your sleeves, sit on the call center floor, and dig into the details to solve problems.

What We Offer

• Competitive salary, stock options, and benefits from Day 1

• Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs

• Hybrid work model (Noida BPO office three days a week), various time off programs (vacation, sick, other paid leaves, and paid regional holidays)

• Monthly transport and work-from-home allowances

• A high-growth, mission-driven, inclusive culture where your work has real impact

Standard Interview Process

• Initial Interview with Talent Partner

• Technical or Hiring Manager Interview

• Team Interview

• Executive Interview

• Offer!

Equal Employment Opportunity

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at [email protected].