OnePay is a consumer financial services app with an exceedingly simple mission: to help people achieve financial progress.
Tens of millions of Americans today are unbanked or underbanked, meaning they don’t have enough money in savings to cover a minor emergency. They pay too much in fees, don’t have access to credit at affordable rates, and have little ability to grow their wealth. OnePay’s vision is to create a single app for consumers to save, spend, borrow, and grow their money, bringing our mission to life with simple and accessible banking, credit, and payments products that deliver a best-in-class experience to millions of customers. Our products include:
Checking and high-yield savings accounts
Domestic and international peer-to-peer payments
Credit Builder and credit score monitoring
Digital wallet / contactless payment solutions
Buy-now-pay-later installment loans at Walmart
Why do we have a right to win? We have the backing of Walmart (a Fortune 1) and Ribbit Capital (a preeminent fintech investor), are deeply embedded with the distribution of the world’s largest omnichannel retailer, and have an industry-leading multi-product value proposition — all in addition to having some of the best people and talent in the industry.
There’s never been a better time to build a category-defining business and there has rarely been a team better positioned for the opportunity. Join us!
As a Product Lead (Servicing and Automation Solutions) at OnePay you will ensure that OnePay’s customer experiences with servicing and operations are par excellence. This role will impact OnePay’s vision by ensuring that when customers reach out to our support channels, their problems are being resolved and driving our overall customer satisfaction scores to a higher level.
This role is responsible for Servicing (building and improving tools all our agents use) and Customer Interactions (Chat and IVR channels). Specific responsibilities include:
Understanding our servicing platform, core product, and operations sufficiently to build solutions proactively.
A deep understanding of AI/ML industry trends, emerging technologies, and best practices, especially in the context of Customer Service and Customer Interactions
Extreme deep dives into Customer and agent experiences to identify gaps across procedures, agent tools, or other systems where we are not able to meet the customer needs when they contact us
Creating and maintaining a product strategy roadmap for key components of Tools and Services used by our BPOs and a product strategy roadmap on how to improve containment rates on our Chat and IVR channels while consistently improving our Customer Satisfaction score - all while leveraging AI tools and technologies
Working with Data Analytics and analyzing key inputs to determine how to prioritize enhancements to our products
Gathering requirements and writing technical specifications that will help us service our customers better
Working cross-functionally with Operations, Data Science, Engineering, Risk, Compliance and other key stakeholders
Presenting to senior management key takeaways - how the product has performed, what changes we are making and why, and our strategic goalsÂ
Managing a team of PMsÂ
Expert Career 15+ years of experience with US banking and financial services, with at least 5+ years in a Customer Success, Product Expert, or similar role supporting enterprise AI/ML solutions
Experience of managing BPO partners and service centers
Extreme sense of curiosity and investigative capabilities to ensure root cause to issues are identified
Data-driven analysis skills to ensure trend identification
Ability to prioritize under pressure
Great executive communication skills with ability to succinctly explain complex issues
Ability to manage and grow a team in a hyper-growth environment.
Competitive base salary, stock options, and health benefits from Day 1
401(k) plan with company match
Remote-friendly (US), flexible time off (FTO), and opportunities for growth
A high-growth, mission-driven, inclusive culture where your work has real impact
The estimated annual base salary for this position ranges from $180,000 to $230,000. Pay is generally based on the level, complexity, responsibility, location, and job duties/requirements of the specific position. We then source candidates with the requisite skills, expertise, education, training, and experience. If you are selected for an interview, please feel welcome to speak to a Talent Partner about our compensation philosophy and other available benefits.
Initial Interview with Talent Partner
Technical or Hiring Manager Interview
Team Interview
Executive Interview
Offer!
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 talent@onepay.com.
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