Disputes Operations & Strategy
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 The Disputes Operations & Strategy role will manage day to day operations and execute our overall strategy for dispute related workflows and servicing. This role will impact OnePay’s vision by delivering simple, scalable, and customer focused solutions to improve our disputes operations as well as improve customer facing and agent facing tooling to reduce regulatory, operational and fraud risks. You will work closely with various teams to manage disputes intake, investigations, chargebacks, and resolution across all product offerings at OnePay. What you'll do Own daily back office operations for disputes workflows across debit and card products, ensuring timely, accurate, and compliant case resolution Serve as the subject matter expert for complex escalations, conducting advanced investigations and driving resolution on high-stakes cases Leverage AI and data 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 Perform root cause analysis when process breakdowns or quality issues occur; implement quick workarounds while owning the path to permanent fixes Partner with Product, Compliance, and Engineering to understand upcoming product launches and assess downstream impact to dispute processing workflows Deliver on operational strategy initiatives, including optimizing case management systems and BPO vendor performance Communicate plans, performance, and decisions clearly to internal stakeholders and executive leadership What you bring 5+ years leading operations in the disputes and/or fraud space, including experience managing large back office teams and BPO vendors Demonstrated ability to use AI tools — including LLMs, workflow automation, or analytics platforms — to identify process gaps, reduce manual effort, and drive measurable improvements in ops efficiency, customer experience, or compliance outcomes Deep working knowledge of the fraud and disputes lifecycle, Mastercard network rules, and chargeback processes Solid understanding of Regulation E and Regulation Z requirements Proven ability to manage competing priorities and urgent requests without losing sight of strategic goals An owner's mentality — you move fast, take accountability, and drive things to completion High integrity and demonstrated ability to handle sensitive customer and financial information with care Strong analytical instincts and exceptional attention to detail Nice to have Experience working in fintech or neobank environments Familiarity with various dispute case management platforms Hands-on experience building or refining AI-assisted workflows (e.g., triage automation, anomaly detection, complaint classification, reconciliation) 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 [email protected].