Original listing text, shown exactly as published by the company.
The Role
The Disputes Operations & Strategy role will manage day-to-day operations and execute our overall strategy for dispute-related workflows and servicing, with a heavy focus on AI-driven automation. This role will impact OnePay’s vision by delivering simple, scalable, and technology-forward solutions to improve our operations, as well as upgrading customer-facing and agent-facing tooling to reduce regulatory, operational, and fraud risks. You will work closely with various teams to transform disputes intake, investigations, chargebacks, and resolution across all product offerings at OnePay using cutting-edge AI technologies.
What You'll Do
- 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.
What You Bring (Required)
- 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.
Nice to Have
- 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.
