Senior Product Manager, Disputes & Agent Enablement

As a Product Manager at OnePay, you will be the critical bridge between the Global Product team and the Frontline Operations centers in India. Your primary responsibility will be managing the complex domain of Disputes & Claims and ensuring successful adoption of Agent Tools by frontline workers. Here are the key responsibilities of the role:

- **Own the Disputes Product Experience (50%)** - Manage end-to-end Happy Path and exception flows for customer disputes (Fraud, Billing, Service issues) within internal tools like Retool and Zendesk. - Own the operational logic for in-app Disputes Self-Service flows to automate claims and reduce contact volume. - Translate complex banking regulations and operational needs into clear User Stories and PRDs for the engineering team.

- **Drive AI Tooling Validation & Adoption (30%)** - Test new Agent Tooling Initiatives side-by-side with agents to validate accuracy before full rollout. - Establish structured feedback channels to provide concrete examples of issues and opportunities for improvement. - Drive adoption of new features on the floor and address any usage issues.

- **Operational Intelligence (20%)** - Spend time shadowing Agents to identify bottlenecks and issues. - Monitor key metrics like Disputes Auto-Resolution Rate and Agent Co-Pilot Usage to prioritize backlog. • *Qualifications Required:** - 6-8 years of experience in Product Management, Business Analysis, or Product Operations. - Experience in FinTech, Payments, or Customer Support Operations (CS/CX) preferred. - Familiarity with internal tooling platforms like Retool, Zendesk, Salesforce, and issue tracking (Jira). - Comfortable using data, including SQL, to drive decisions. - Strong communication skills to bridge the gap between Ops Agents and Software Engineers. - Willingness to dive into details and solve problems effectively.

At OnePay, you can expect a market-competitive salary, stock options, and benefits from day one. We offer comprehensive health insurance coverage, a hybrid work model, various time off programs, transport allowances, and a high-growth, inclusive culture where your work makes a real impact.

The standard interview process includes Initial Interview with Talent Partner, Technical or Hiring Manager Interview, Team Interview, Executive Interview, and finally, the Offer! OnePay is an equal opportunity employer, committed to building a diverse team to solve real-world problems with technology and products. As a Product Manager at OnePay, you will be the critical bridge between the Global Product team and the Frontline Operations centers in India. Your primary responsibility will be managing the complex domain of Disputes & Claims and ensuring successful adoption of Agent Tools by frontline workers. Here are the key responsibilities of the role:

- **Own the Disputes Product Experience (50%)** - Manage end-to-end Happy Path and exception flows for customer disputes (Fraud, Billing, Service issues) within internal tools like Retool and Zendesk. - Own the operational logic for in-app Disputes Self-Service flows to automate claims and reduce contact volume. - Translate complex banking regulations and operational needs into clear User Stories and PRDs for the engineering team.

- **Drive AI Tooling Validation & Adoption (30%)** - Test new Agent Tooling Initiatives side-by-side with agents to validate accuracy before full rollout. - Establish structured feedback channels to provide concrete examples of issues and opportunities for improvement. - Drive adoption of new features on the floor and address any usage issues.

- **Operational Intelligence (20%)** - Spend time shadowing Agents to identify bottlenecks and issues. - Monitor key metrics like Disputes Auto-Resolution Rate and Agent Co-Pilot Usage to prioritize backlog. • *Qualifications Required:** - 6-8 years of experience in Product Management, Business Analysis, or Product Operations. - Experience in FinTech, Payments, or Customer Support Operations (CS/CX) preferred. - Familiarity with internal tooling platforms like Retool, Zendesk, Salesforce, and issue tracking (Jira). - Comfortable using data, including SQL, to drive decisions. - Strong communication skills to bridge the gap between Ops Agents and Software Engineers. - Willingness to dive into details and solve problems effectively.

At OnePay, you can expect a market-competitive salary, stock options, and benefits from day one. We offer comprehensive health insurance coverage, a hybrid work model, various time off programs, transport allowances, and a high-growth, inclusive culture where your work makes a real impact.

The standard interview process includes Initial Interview with Talent Partner, Technical or Hiring Manager Interview, Team Interview, Executive Interview, and finally, the Offer! OnePay is an equal opportunity employer, committed to building a diverse team to solve real-world problems with technology and products.