Senior Product Manager, Customer Interactions

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

• Credit Card Program

• Buy-now-pay-later installment loans at Walmart

• Prepaid Mobile Service

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

We are seeking a Senior Product Manager to lead the Customer Interactions domain at OnePay, covering both our RAG-powered customer service chatbot and IVR experiences. This is a critical role responsible for shaping and executing the strategy for how our customers self-serve and engage with us across conversational servicing channels. The ideal candidate will combine deep product management expertise, conversational AI experience, and technical fluency to drive innovation and outcomes in partnership with engineering, compliance, operations, and analytics. You will:

• Own the end-to-end product vision and roadmap for customer servicing interaction channels (chat + voice/IVR).
• Drive customer servicing chatbot and IVR user experience, including prompt engineering, flows, and ongoing improvements to optimize containment and customer satisfaction.
• Lead the chat and IVR capabilities stack, supporting partner integrations, new tools/data, and platform improvements in close collaboration with engineering.
• Oversee bot governance, ensuring alerts, controls, remediation reviews, and compliance fixes are maintained and continuously improved.
• Partner with analytics to leverage dashboards and proactively drive improvements that increase channel containment and CSAT.
• Establish strong, cross-functional relationships with engineering, compliance, QA, operations, and product teams to ensure alignment and smooth execution.
• Influence the direction of our AI platform by identifying opportunities for new capabilities and enhancements.

You Bring

• 10+ years of product management experience, with at least 2+ years in conversational AI (chatbots, voice/IVR, NLP/NLU platforms).
• Strong technical aptitude with the ability to engage deeply with engineering teams on integrations, platform enhancements, and system design trade-offs.
• Proven ability to manage complex, cross-functional programs, particularly in regulated environments.
• Experience with RAG, LLM-driven experiences, or other advanced conversational/agentic AI frameworks is a strong plus.
• Excellent communication and stakeholder management skills; able to influence across compliance, operations, engineering, and executive teams.
• Strong data orientation; skilled in using analytics and dashboards to identify trends and drive proactive improvements.
• Drive and proactivity - everyone here is a builder and executor
• Success in this role looks like:
• Delivering high-velocity improvements (prompt changes, integrations, enhancements) with airtight stakeholder alignment.
• Achieving increased containment and CSAT across chat and IVR.
• Establishing OnePay as a leader in conversational AI-driven customer interactions.

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

• 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.