[Hiring] Product Lead of Servicing and Customer Interactions @Onepay
Apr 08, 2025 - Onepay is hiring a remote Product Lead of Servicing and Customer Interactions. 💸 Salary: $180,000 to $230,000. 📍Location: USA.
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.
Benefits
- 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 talent@onepay.com.
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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. |
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Salary
💸
$180,000 to $230,000
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 08, 2025
|
| 📍 | 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. |
