Operations Support - Remediation and Feedback

Job description

ABOUT ONEPAY OnePay is the consumer fintech trusted by millions of Americans to make money better. Our financial system is broken. High fees, low rates, and too few ways to actually grow your money. We’re fixing it. And we’re moving fast. We’re an all-in-one financial services platform that brings together banking, high-yield savings, credit cards, point-of-sale lending, investing, and crypto in one place. We also partner with employers, HCM providers, gig platforms, and others to deliver embedded financial services to millions of employees and frontline workers. We’re backed by Walmart, the world’s largest retailer, and Ribbit Capital, one of fintech’s most respected investors, giving us rare scale, distribution, and the opportunity to build something truly category-defining. But what really sets OnePay apart is how we move. Our customers don’t have time to wait… and neither do we. This place moves fast, and we’re looking for people who are: - Ready to run - Hungry and driven by urgency - Exceptional at what they do, with low ego - Comfortable operating in motion THE ROLE In Operations Support Remediations and Feedback, you will lead customer remediations and drive improvements from Enterprise feedback. You will partner closely with Product, Operations, Risk, and Compliance to ensure customers are remediated after issues occur. You will create remediation plans and capture evidence that remediation was completed. You will also facilitate triage and analysis of feedback from and about the Operations, providing a recommendation and driving and tracking work. You will report to the Operations Support Manager and play a pivotal role in the experience of customers impacted by issues, and in driving agent-identified changes forward. This role is responsible for: - Primary operations point of contact issue remediations - Working cross functionally with Compliance, Engineering, Risk, Operations and other stakeholders to establish detailed remediation plans, including impacted population analysis, communications, customer account impact, etc. - Tracking and documenting issue remediation to closure and providing regular updates on progress and blockers - Holding issue owners accountable to deadlines and deliverables - Coordinating executive sign off and capturing remediation evidence for issue closure - Managing and driving the Operations Feedback process to triage, research, and track enhancements YOU BRING - 10+ years operations or risk management experience in consumer banking or fintech - Experience analyzing operational feedback and identifying systemic improvement opportunities - Experience managing structured intake processes, backlogs, or idea pipelines - Bachelor’s degree - Holistic thinker who understands upstream and downstream impacts and collaborates effectively cross-functionally - Strong ownership and customer-centered mindset, with a focus on delivering high-quality, business-impacting outcomes - Attention to detail, critical thinking skills, and the ability to work independently and as part of a team - Comfort navigating ambiguity and adapting to changes in direction in a fast-paced environment, while supporting multiple simultaneous remediation and improvement efforts - Strong analytical and written communication skills, with the ability to synthesize complex information clearly - Continuous improvement mindset with strong problem-solving skills and keen sense of innovation What We Offer - 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 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.