Product Lead of Servicing and Customer Interactions

OnePay; United States; Remote; USD 180,000 - 230,000; Full time

Job summary

An established industry player is seeking a Product Lead for Servicing and Automation Solutions. This role is pivotal in enhancing customer experiences and satisfaction by leveraging innovative AI/ML solutions. You'll be responsible for developing strategies to improve service tools and managing a team in a dynamic environment. With competitive compensation, stock options, and a commitment to inclusivity, this opportunity offers the chance to make a significant impact in a high-growth company dedicated to transforming financial services for millions. Join a mission-driven team where your contributions truly matter.

Benefits

Competitive base salary

Stock options

Health benefits from Day 1

401(k) plan with company match

Flexible time off

Opportunities for growth

Qualifications

• 15+ years in US banking/financial services, 5+ in Customer Success or similar role.
• Strong data-driven analysis skills and executive communication.

Responsibilities

• Build and improve tools for customer servicing and operations.
• Analyze customer and agent experiences to identify gaps.

Skills

Customer Success Management

Data Analysis

AI/ML Solutions

Executive Communication

Team Management

Tools

Data Analytics Tools

Customer Service Platforms

Job description

About OnePay

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!

The Role

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 goals.
• Managing a team of PMs.

You Bring

• 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.

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.

Pay Transparency

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.

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 [e-mail].