Product Lead of Servicing and Customer Interactions

Summary

Join OnePay as a Product Lead (Servicing and Automation Solutions) and ensure exceptional customer experiences in servicing and operations. This impactful role focuses on resolving customer issues across support channels, driving higher customer satisfaction scores. Responsibilities include building and improving agent tools, leveraging AI/ML technologies to enhance customer interactions (chat and IVR), and creating product strategy roadmaps. You will analyze data, gather requirements, collaborate with cross-functional teams, and present to senior management. This leadership position involves managing a team of PMs and requires extensive experience in US banking and financial services, particularly with AI/ML solutions and BPO partnerships.

Requirements

• Expert Career 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 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

Responsibilities

• Understand OnePay’s servicing platform, core product, and operations sufficiently to build solutions proactively
• Demonstrate a deep understanding of AI/ML industry trends, emerging technologies, and best practices, especially in the context of Customer Service and Customer Interactions
• Conduct 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
• Create and maintain 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
• Work with Data Analytics and analyze key inputs to determine how to prioritize enhancements to our products
• Gather requirements and write technical specifications that will help us service our customers better
• Work cross-functionally with Operations, Data Science, Engineering, Risk, Compliance and other key stakeholders
• Present to senior management key takeaways - how the product has performed, what changes we are making and why, and our strategic goals
• Manage a team of PMs

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