Disputes Operations & Strategy

OnePay; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Stock options

Health benefits from Day 1

401(k) plan with company match

Remote-friendly US

Flexible time off

Job summary

OnePay, a consumer fintech trusted by millions of Americans, seeks a Disputes Operations & Strategy leader to manage day-to-day disputes workflows and guide AI-driven automation across all product offerings. Upgrade customer- and agent-facing tooling to reduce regulatory, operational, and fraud risks.

You will partner with Product, Compliance, and Engineering to design automated workflows, own the path to automated fixes, and drive KPI improvements in a fast-moving environment with a

Qualifications

• 5+ years in operations or process optimization teams with a track record of scaling via technology and automation.
• Expertise in AI and automation: hands-on deploying AI tools to identify gaps, reduce effort, and improve efficiency.
• An Owner's mentality: move fast, own outcomes, drive complex projects.

Responsibilities

• Drive AI transformation using AI, LLMs, and automation to cut costs and improve customer experience.
• Oversee daily back-office disputes operations across products with automated and hybrid workflows.
• Optimize case management tooling and integrate AI copilots; manage vendor performance.
• Perform root-cause analysis and implement quick workarounds plus permanent fixes.
• Collaborate with Product, Compliance, and Engineering on upcoming launches and automated workflows.
• Communicate operational plans and AI metrics clearly to leadership and stakeholders.

Skills

Operations

AI & Automation

Owner mentality

Analytical skills

Integrity

Job description

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

The Disputes Operations & Strategy role will manage day-to-day operations and execute our overall strategy for dispute-related workflows and servicing, with a heavy focus on AI-driven automation. This role will impact OnePay’s vision by delivering simple, scalable, and technology-forward solutions to improve our operations, as well as upgrading customer-facing and agent-facing tooling to reduce regulatory, operational, and fraud risks. You will work closely with various teams to transform disputes intake, investigations, chargebacks, and resolution across all product offerings at OnePay using cutting-edge AI technologies.

What You'll Do

• Drive AI Transformation: Leverage AI, LLMs, and automation tools to continuously surface opportunities to reduce operating costs, improve customer experience, and decrease dispute complaint rates—and build the business cases to act on them.

• Oversee Operations: Own daily back-office operations for disputes workflows across multiple products, ensuring timely, accurate, and compliant case resolution through automated and hybrid workflows.

• Optimize Tooling & Vendor Performance: Deliver on operational strategy initiatives, including optimizing case management systems, integrating AI copilots, and managing BPO vendor performance.

• Root Cause Analysis: Perform root cause analysis when process breakdowns or quality issues occur; implement quick workarounds while owning the path to permanent, automated fixes.

• Cross-Functional Collaboration: Partner with Product, Compliance, and Engineering to understand upcoming product launches, design automated workflows, and assess downstream impacts.

• Stakeholder Communication: Communicate operational plans, AI performance metrics, and strategic decisions clearly to internal stakeholders and executive leadership.

What You Bring (Required)

• 5+ years in operations or process optimization teams, with a proven track record of scaling operations through technology and automation.

• Expertise in AI & Automation: Demonstrated ability to hands-on deploy AI tools—including LLMs, prompt engineering, workflow automation, or advanced analytics platforms—to identify process gaps, eliminate manual effort, and drive measurable efficiency.

• An Owner’s Mentality: You move fast, take accountability, and drive complex technical and operational projects to completion.

• Analytical Instincts: Strong problem-solving skills, exceptional attention to detail, and a data-driven approach to tracking operational KPIs.

• High Integrity: Demonstrated ability to handle sensitive customer and financial information with extreme care and confidentiality.

Nice to Have

• Domain Expertise: Direct experience working in the fraud, chargebacks, or disputes space.

• Regulatory Knowledge: Solid understanding of Regulation E and Regulation Z requirements, Mastercard network rules, and the standard dispute/chargeback lifecycle.

• Fintech Background: Experience working in fast-paced fintech or neobank environments.

What We Offer

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

Standard Interview Process

Our process varies by role. Most candidates go through:

• AI-assisted initial screen

• 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 [e-mail].