Note: The job is a remote job and is open to candidates in USA. OnePay is a consumer fintech company focused on improving financial services for Americans. The Disputes Operations & Strategy role involves managing operations and executing strategies for dispute-related workflows, emphasizing AI-driven automation to enhance efficiency and customer experience.
Responsibilities
- Drive AI Transformation: Leverage AI, LLMs, and automation tools to continuously surface opportunities to reduce operating costs, improve customer experience, and decrease dispute complaint rates—and build the business cases to act on them
- Oversee Operations: Own daily back-office operations for disputes workflows across multiple products, ensuring timely, accurate, and compliant case resolution through automated and hybrid workflows
- Optimize Tooling & Vendor Performance: Deliver on operational strategy initiatives, including optimizing case management systems, integrating AI copilots, and managing BPO vendor performance
- Root Cause Analysis: Perform root cause analysis when process breakdowns or quality issues occur; implement quick workarounds while owning the path to permanent, automated fixes
- Cross-Functional Collaboration: Partner with Product, Compliance, and Engineering to understand upcoming product launches, design automated workflows, and assess downstream impacts
- Stakeholder Communication: Communicate operational plans, AI performance metrics, and strategic decisions clearly to internal stakeholders and executive leadership
Skills
- 5+ years in operations or process optimization teams, with a proven track record of scaling operations through technology and automation
- Expertise in AI & Automation: Demonstrated ability to hands-on deploy AI tools—including LLMs, prompt engineering, workflow automation, or advanced analytics platforms—to identify process gaps, eliminate manual effort, and drive measurable efficiency
- An Owner's Mentality: You move fast, take accountability, and drive complex technical and operational projects to completion
- Analytical Instincts: Strong problem-solving skills, exceptional attention to detail, and a data-driven approach to tracking operational KPIs
- High Integrity: Demonstrated ability to handle sensitive customer and financial information with extreme care and confidentiality
- Domain Expertise: Direct experience working in the fraud, chargebacks, or disputes space
- Regulatory Knowledge: Solid understanding of Regulation E and Regulation Z requirements, Mastercard network rules, and the standard dispute/chargeback lifecycle
- Fintech Background: Experience working in fast-paced fintech or neobank environments
Benefits
- Stock options
- Health benefits from Day 1
- 401(k) plan with company match
- Remote-friendly (US)
- Flexible time off (FTO)
- Opportunities for growth
- A high-growth, mission-driven, inclusive culture where your work has real impact
Company Overview