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
Buy-now-pay-later installment loans at Walmart
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!
As the Operational Readiness - Agent Tools, you will play a critical role in ensuring our frontline and back office agents are fully equipped with the tools, systems, and information they need to deliver outstanding customer service. You will own the end-to-end tooling readiness process, partnering closely with Product, Operational Business Leads, Compliance, Change Management, Knowledge Management, Training, and Workforce Management to design, test, and launch tools that drive agent success and operational efficiency.
In this role, you'll be responsible for the full lifecycle of agent tooling — from defining requirements, shaping solutions, and managing testing and bug triaging, to leading rollout and implementation across our global agent network.
You’ll also lead a dedicated group of testing agents, using their insights to continuously test, validate, and improve agent tools — with scale and growth top of mind.
Your work will directly impact agent experience, customer satisfaction, and key operational metrics such as Average Handle Time (AHT), quality, and first contact resolution. This role sits within the Operations team and reports to the head of Operational Enablement.
If you are passionate about agent enablement, operational excellence, and building high-impact solutions that bridge customer and business needs, this role is for you. You will:
Serve as the primary owner for agent tooling testing and readiness, ensuring agents have the right tools to properly service customer contacts across all channels such as calls, chats, email etc.
Lead the shaping and validation of agent tooling requirements, partnering with cross-functional teams like Product, Process Engineers, UI Engineers and Business leads to define or finalize tooling solutions as needed
Lead end-to-end User Acceptance Testing (UAT) for tools used by agents or FTEs within operations, using structured testing approaches with a group of dedicated beta agents to surface bugs, usability issues, and enhancement opportunities.
Partner with Training and Knowledge Management teams to ensure agents receive the proper enablement and documentation alongside tool launches.
Gather feedback from agents and support teams post-launch to propose continuous improvements to agent tooling and experiences.
Serve as the voice of the agent in all tooling discussions, ensuring that agent efficiency and customer experience remain top priorities.
Act as a critical leader in operational product launches, ensuring tool readiness from planning through full production rollout.
7+ years of experience in Operations, Product Operations, Customer Experience, or a related field — preferably within high-growth fintech or banking environments.
Proven experience managing people or teams, with the ability to coach, guide, and motivate direct reports or vendor-based contributors.
Strong project management skills with a proven ability to manage multiple initiatives and drive them to successful completion.
Exceptional cross-functional communication skills, including the ability to challenge assumptions, clarify requirements, and drive alignment across teams.
Experience gathering business and operational requirements and translating them into clear tooling needs.
Solid understanding of agent workflows, case management systems and CRMs and how tools and systems impact agent efficiency and customer outcomes.
Analytical mindset with the ability to assess tooling impacts on operational metrics such as AHT and first contact resolution.
Comfort operating in fast-paced, ambiguous environments and leading initiatives through change.
Passion for elevating agent experience and customer outcomes through operational excellence.
Competitive salary, stock options, and benefits from Day 1
Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs
Hybrid work model (Bengaluru office three days a week), various time off programs (vacation, sick, other paid leaves, and paid regional holidays)
Monthly transport and work-from-home allowances
A high-growth, mission-driven, inclusive culture where your work has real impact
Initial Interview with Talent Partner
Technical or Hiring Manager Interview
Team Interview
Executive Interview
Offer!
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 [email protected].
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