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Product Lead of Servicing and Customer Interactions @Oneapp

[Hiring] Product Lead of Servicing and Customer Interactions @Oneapp

Apr 04, 2025 - Oneapp is hiring a remote Product Lead of Servicing and Customer Interactions. 💸 Salary: $180,000 to $230,000. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

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.

  • 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.

Qualifications

  • 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.

Requirements

  • 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.

Benefits

  • 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.
  • If you are selected for an interview, please feel welcome to speak to a Talent Partner about our compensation philosophy and other available benefits.

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Before You Apply
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📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Product
Product Lead of Servicing and Customer Interactions @Oneapp
Product
Salary 💸 $180,000 to $230,000
Remote Location
USA
Job Type full-time
Posted Apr 04, 2025
Apply for this position Unlock 55,044 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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