Contact Center Operations Lead

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
• 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!

The Role

We are seeking an experienced and highly strategic Contact Center Oversight professional to oversee our BPO partners supporting our US consumer operations. This individual contributor role within the consumer retail banking sector focuses on ensuring that our customer service performance consistently meets or exceeds expectations across key operational metrics.

You will be accountable for the strategic planning, execution, and optimization of our contact center operations, including, driving improvements in service levels, achieving high customer satisfaction scores, and improving overall operational efficiency. You will work directly with BPO leadership and internal OnePay teams to provide seamless and high-quality customer service experiences.

Key Responsibilities

Strategic Planning & Execution activities such as,

Create a partnership through strong leadership

Stakeholder Engagement & Communication

You Bring

What We Offer

Standard Interview Process

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 [HIDDEN TEXT].

Skills Required

Operational Management, Strategic Planning